[rt-users] Can watcher notifications use a different template?
I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. Does any of this make any sense? Is there a better way to do it? Thanks for any insight, Howie
Re: [rt-users] Can watcher notifications use a different template?
Howard, I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). I'd look at CommandByMail plugin, it's pretty useful for what you're saying - However can be malicious if misused or mis-configured To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. 1) Claim You can set CommandByMail to 'Steal' the ticket based on the condition that Owner! = 'Nobody' and if Owner = 'Nobody', it would return a template for the 'Steal' rejection - This may require a scrip... the ! = isn't 2) 'Get a lock' I'm assuming you mean 'Take' which is answer in #1 above. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. I'll let someone else answer that... Kris Fibernetics Corp 605 Boxwood Drive Cambridge, ON N3E1A5 On 10/20/2010 12:27 PM, Howard Jones wrote: I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. Does any of this make any sense? Is there a better way to do it? Thanks for any insight, Howie
Re: [rt-users] Can watcher notifications use a different template?
You may want to look into the commandbyemail plugin. We use it a lot. Watchers just reply to the ticket and add: Owner: j_harris At the top and it changes the owner and notifies the watchers (and the requestors). Sent from blackberry -Original Message- From: Howard Jones ho...@thingy.com Sender: rt-users-boun...@lists.bestpractical.com Date: Wed, 20 Oct 2010 17:27:51 To: rt-users@lists.bestpractical.com Subject: [rt-users] Can watcher notifications use a different template? I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox). To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. Does any of this make any sense? Is there a better way to do it? Thanks for any insight, Howie
