Blake, I'm curious. Is there some reason a person *wouldn't* know what they were getting when they take a ticket? I mean, I have to *SEE* the ticket in order to take it. If I can see it, I can look at the info. So why do I need an email to tell me I took a ticket when I'm the one that actually initiated that act? Also, what a person gets in that email is *up to you*. You can modify any template to include/exclude all sorts of info when a condition triggers it. Have you thought about having an email go *just* to the requestor when a ticket is created and one *just* to the requestor when it is taken? You could also create a *separate notification just* for the new owner if you * really* think he needs it. All with different info in the template.
Just a few thoughts. On Thu, May 13, 2010 at 6:06 PM, Blake Turner <[email protected]> wrote: > Hey all, > > > > I really wanted the content of a new ticket to be emailed > to the user that "take"s the ticket from the queue. The only way I could > figure to make this happen was to set NotifyActor to 1 in the Site_Config. > But now I am running across a whole mess of stuff being set to the owner > while they are working within a ticket that I would rather not have > happening… replying to a requestor from the user's email account for one. I > am just wondering if there is anyone to override this NotifyActor setting in > a custom scrip for only this one task. Maybe something along the lines of > setting a custom scrip to just ignore the fact that NotifyActor is set to 0 > for this particular scrip. If it is not possible, then I guess I will have > to live with the extra emails being sent back to the owner on all of their > correspondence, because I really need to keep the ability to have a > requestor's initial email sent to the owner's email once they take that > ticket. > > > > thanks in advance for any direction or wisdom ! > > > > * * > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com >
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
