I did something similar to that. I have many queues, and I created 2 groups. One group administers some queues, and the other the rest. When a ticket is created on a certain queue I needed to send a notification to all the members of the corresponding group. (The problem with using AdminCCs is that they will get all the correspondence afterwards - I just wanted to notify on creation).
So here's what I did: 1 - I installed SendEmailAction http://wiki.bestpractical.com/view/SendEmailAction 2 - I created a new Global Template for each of the groups: Example for roup "staff-DPL": Name: Mail to staff-DPL Desc: Content: Code for version 3.8 ------------------------------ To: { my $GroupObj = RT::Group->new($user); $GroupObj->LoadUserDefinedGroup('staff-DPL'); $GroupObj->MemberEmailAddressesAsString()} Subject: {$Ticket->Subject} A new topic has been created in queue "{$Ticket->QueueObj->Name}". {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} Content: Code for version 3.6 ------------------------------ To: { my $derivedGroupName = "staff-DPL"; my $GroupObj = RT::Group->new($RT::SystemUser); $GroupObj->LoadUserDefinedGroup($derivedGroupName); return undef unless $GroupObj; $GroupObj->MemberEmailAddressesAsString()} Subject: {$Ticket->Subject} A new topic has been created in queue "{$Ticket->QueueObj->Name}". {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} 3 - The I created a specific scrip in each queue administered by "staff-DPL": Description: Mail to "staff-DPL" Condition: On Create Action: Send Email Template: Mail to "staff-DPL" Stage: Transaction Create Is works fine to me. This action (send email/send email to group) should be added to new releases. Rui Meireles Message: 7 Date: Thu, 24 Sep 2009 18:30:07 -0400 From: Jerrad Pierce <[email protected]> Subject: [rt-users] Notify "admincc" on ticket creation only? To: rt Users <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 Hi all, We have some "adminccs" who aren't really clued into the process, but need to be notified when a ticket is initially created. Any ideas how to best handle this? I don't see anything [io]n the archives/wiki. I know I could just add them as bcc's to the template, but this seems kind of hacki-ish, and is not an obvious place for another admin to go tweak things in the future. Consequently, I'm considering adapting the squelch code from Ticket/Update.html into a scrip to add these users to the non_recipients list... But I'm not thrilled at the idea, and then there's the matter of what to invoke it. OnCreate would make the most sense, but I don't want to possible pre-empt the auto-response delivery. So I'd have to settle for OnCorrespond, even though it'd get triggered more than necessary, etc. -- Cambridge Energy Alliance: Save money. Save the planet. ------------------------------ Message: 8 Date: Thu, 24 Sep 2009 18:44:50 -0400 From: Jerrad Pierce <[email protected]> Subject: Re: [rt-users] Notify "admincc" on ticket creation only? To: rt Users <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 Make that one (un-answered) list archive entry: http://www.gossamer-threads.com/lists/rt/users/12481?search_string=admincc%20once;#12481 And one thread related to a possible alternative of overriding the global "On Correspond Notify Owner and AdminCc" http://www.gossamer-threads.com/lists/rt/users/23562?search_string=override%20scrip;#23562 -- Cambridge Energy Alliance: Save money. Save the planet. ------------------------------ Message: 9 Date: Thu, 24 Sep 2009 19:06:12 -0400 From: Jerrad Pierce <[email protected]> Subject: Re: [rt-users] Notify "admincc" on ticket creation only? To: rt Users <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 For anyone interested, here's what I have so far, and it seems to work: OnCreate, User Defined Action... my $org = RT->Config->Get('Organization') foreach my $address ( grep {$_ !~ /\...@\q$org\e/} $self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){ $self->TicketObj->SquelchMailTo($address); } That will remove external AdminCcs post-auto-response. -- Cambridge Energy Alliance: Save money. Save the planet. ------------------------------ _______________________________________________ RT-Users mailing list [email protected] http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 66, Issue 86 **************************************** _______________________________________________ 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
