Yes, you could use a scrip to watch for Requestor additions and assign CCs as needed.
I expect that such a scrip would require the existence of two RT groups: 1. *Automatic CC Requestor*—contains users whose tickets should be monitored; and 2. *Automatic CC Watcher*—contains users who should be assigned as CCs to those tickets. When running, a robust scrip would need to: 1. confirm that a ticket creation or Requestor addition has occurred before proceeding; 2. confirm that the Automatic CC Watcher group is not already a CC before proceeding; 3. obtain a list of the ticket's current Requestor users/groups; 4. recursively search these users/groups for membership within Automatic CC Requestor group; and 5. add the Automatic CC Watcher group as a CC if any such memberships were found. Adjusting relevant users would simply involve adjusting membership within the above two groups. I attempted to write the action code for the robust version but failed, because I don't have the expertise at this time to recursively scan the Requestor users/groups in the correct manner. Maybe someone else on the list can assist. A simpler, more fragile scrip could probably just search a ticket's Requestor email addresses, but such a scrip would require modification with every user addition/deletion. On 15 September 2014 19:53, Adrien TACQUARD <[email protected]> wrote: > Thank you a lot for your quick answers. > > > > Do you think it’s possible to make someone automatic CC for specific users > ? Like a scrip checking the group of the requestor and auto assign CC (like > in this thread : http://www.gossamer-threads.com/lists/rt/users/63905 ) ? > > > > > > [image: Description : cid:[email protected]] > *www.yellownetwork.fr* <http://www.yellownetwork.fr/> > > > > *Adrien Tacquard* > > *[email protected]* <[email protected]> > > 66 rue du Maréchal Ney - 85000 La Roche sur Yon > Tél. 02 51 44 81 51 > Mobile 06 47 33 73 84 > > > > > > *De :* Alex Peters [mailto:[email protected]] > *Envoyé :* lundi 15 septembre 2014 11:49 > *À :* [email protected] > *Cc :* Adrien TACQUARD > > *Objet :* Re: [rt-users] User must be able to see tickets of some others > > > > To allow only a subset of a queue's tickets to be visible to a specific > user/group, that user/group needs to be linked to each of those tickets > individually. > > > > You can assign queue-specific rights to users/groups, but those rights are > effective for all tickets in the queue, which is not what you desire. > > > > Besides creating a separate queue, I think the simplest solution is to > make this user a CC for all relevant tickets and ask them to filter the > mail generated by ticket activity. > > > > On 15 September 2014 19:37, Adrien TACQUARD <[email protected]> > wrote: > > I have no identification yet but I was thinking of a group. > > > > [image: Description : cid:[email protected]] > *www.yellownetwork.fr* <http://www.yellownetwork.fr/> > > > > *Adrien Tacquard* > > *[email protected]* <[email protected]> > > 66 rue du Maréchal Ney - 85000 La Roche sur Yon > Tél. 02 51 44 81 51 > Mobile 06 47 33 73 84 > > > > > > *De :* Alex Peters [mailto:[email protected]] > *Envoyé :* lundi 15 septembre 2014 11:33 > *À :* Adrien TACQUARD > *Cc :* [email protected] > *Objet :* Re: [rt-users] User must be able to see tickets of some others > > > > A scrip would only assist you in selecting whether or not to send an > email. Ticket visibility itself is a rights issue. > > > > Since this customer should not see all tickets in the queue, how do you > identify whether or not a ticket should be visible to this customer? > > > > On 15 September 2014 18:44, Adrien TACQUARD <[email protected]> > wrote: > > Hi everyone, > > > > We have a customer who owns multiples companies. We want him to be able to > see their tickets in a specific queue (technical support) ; without being > CC on every ticket (he doesn’t want to receive mails, just be able to see > tickets). We don’t want to create another queue just for this customer. > > > > I thought of a scrip with condition “requestor is member of this group” > but I don’t know which right should I grant. > > > > Yellow Adrien > > > > [image: Description : cid:[email protected]] > *www.yellownetwork.fr* <http://www.yellownetwork.fr/> > > > > *Adrien Tacquard* > > *[email protected] <[email protected]>* > > 66 rue du Maréchal Ney - 85000 La Roche sur Yon > Tél. 02 51 44 81 51 > Mobile 06 47 33 73 84 > > > > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > > > >
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