Hi Tim,
You know, I'm not sure whether RT will automatically assign a From: and
Subject: if they're not supplied. I've been surprised in the past by its
cleverness, so it wouldn't surprise me at all if it uses the default queue
address and the ticket subject if you don't supply them. Try
Hi Tim,
The number of schools is small enough that I'd do it this way:
1. Create a group with the same name as each school (BHS in this
case). The members of the group are the respective techs. This lets you
scale to multiple techs at a single location or have a single tech cover
multiple
Everyone,
This looks like a useful and flexible approach. I already have an On Create
scrip that inspects the requestor and sets the Building custom field from the
user's LDAP record. Now it seems to me that the best approach going forward is
to create a scrip that triggers whenever that
Tim,
You can create your own template for the scrip to use and in that
template have some code to do whatever you want. Ghas has given me some
code that does this.
Kenn
LBNL
Tim Wilson wrote:
Everyone,
This looks like a useful and flexible approach. I already have an On
Hi Tim,
I'm not volunteering to build a custom module, but I don't think you need
one. I'm pretty sure you can do what you want simply with a User Defined
condition that traps the custom field change and NotifyOtherRecipients as
the action. You make a custom template that has your basic
Replying to my own e-mail...
Hah! Found an easy way in the wiki to get the addresses of the group
members into your template.
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup($bldg);
my $addresslist = $group-MemberEmailAddressesAsString;
Put the pieces from my
If you where careful about how you name your custom field values and
group names, you could just add a Bcc line in the default autoresponce
template. Then you wouldn't even need a scrip...and really you'll
probably have to have the names all be the same anyhow so this would be
a really simple way
On Wed, Aug 22, 2007 at 4:40 PM, in message
[EMAIL PROTECTED], Gene LeDuc
[EMAIL PROTECTED] wrote:
In your template you get the value of the field with:
my $bldg = $Ticket- FirstCustomFieldValue('Building');
Then you do the e- mail:
$OUT = From: $from_address
To: $addresslist
Hi everyone,
Our RT system is used throughout our school district which includes eight
different schools. Each school has its own technician who handles the vast
majority of tech support requests at that school. All of our RT tickets feed
into a central queue called Incidents, a design
