On Fri, Nov 27, 2009 at 01:14:39PM +0000, David X. Glover wrote: > Currently, each of our queues have a group of people set as the > AdminCC, so that group is emailed whenever any changes happen to the > tickets in that queue.
> I want to make it more granular, so that if a ticket has an owner, > instead of emails going to the AdminCCs for the queue, it only goes to > that person, and the requestors. > Un-owned tickets should still send emails to the AdminCC list for the > queue. > Is that possible? Perhaps I am missing something, because that looks obvious. Add scrips with user defined conditions. Description: On Correspond Owned Notify Owner, Requestors Condition: User Defined Action: Notify Owner, Requestors * Template: whatever you use for correspondence in this queue Custom condition: return 0 unless $self->TransactionObj->Type eq 'Correspond'; return 1 if $self->TicketObj->Owner; return 0; * if Notify Owner, Requestors isn't one of your actions, you can add it using the instructions here: http://wiki.bestpractical.com/view/ScripAction INSERT Into ScripActions( Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated ) VALUES ( 'Notify Owner, Requestors', 'Sends mail to the Owner and Requestors', 'Notify', 'Owner,Requestors', 1, NOW(), 1, NOW() ); Description: On Correspond Unowned Notify AdminCcs Condition: User Defined Action: Notify AdminCcs Template: whatever you use for correspondence in this queue Custom condition: return 0 unless $self->TransactionObj->Type eq 'Correspond'; return 0 if $self->TicketObj->Owner; return 1; Include "or $self->TransactionObj->Type eq 'Comment'" to taste. Is this the RT way of doing it, or is there a more elegant way? -- Eleanor J. (Piglet) Evans, e...@panix.com Customer Support, (212) 741-4400 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
