Hi, Im using RT 3.6.5, will go to 3.8.1 shortly.
I'm looking for a way to reduce the large amount of emails generated to watchers of a queue. Currently we have a "help" queue with 4 watchers as AdminCC's. On Correspondance or Ticket Create every AdminCC gets notified. While this is fine what i would like is to not notify the other 3 AdminCC's if I own the ticket and vice versa. But for unowned tickets i still want to Notify all AdminCC's. I know you can modify AdminCC's for each ticket, but with a high volume of tickets that becomes very cumbersome. So, my ideal scenario..... 4 users watching the help queue (currently via AdminCC). Any tickets newly created will notify all watchers. If user1 "takes" a ticket DO NOT notify other AdminCC's on comment or correspondance. If "user2 "takes" a ticket DO NOT notify other AdminCC's on comment or correspondance. etc etc for user3 and user4. That way the amount of email hitting each watcher's mailbox is reduced. I guess it can be done with some Custom scrip actions/templates, but i am a novice in this area and maybe someone already does this in a better or easier way. Thanks in advance for any help. Regards, Les _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
