[rt-users] NotifyCCs

[Curt LeCaptain]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Stephen Turner
> Sent: Friday, May 04, 2007 10:49 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] NotifyCCs
> 
> At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote:
> >Currently we're using RT 3.4.5, and I'm having some issues 
> with scrips, 
> >particularly on a Queue called Tech.
> >
> >Here's what I'd like to happen:
> >
> >Condition: On Transaction
> >Action: Notify Ccs
> >Template: Global Template Blank
> >Stage: TransactionCreate <----(Wondering if this is a problem or not)
> >
> >Should send to a secondary queue on another server for tracking 
> >purposes, which is defined as a permanent CC for that specific queue.
> >
> >The only time that a Notify CC happens is when I'm replying. 
>  Never on 
> >a resolve/comment action, and I'm not sure why.
> >
> >I've got the user created that I'm looking to use for this 
> purpose, but 
> >it only seems to run the CC action on a reply only, never any other 
> >transaction.
> >
> >Any suggestions would be great, if more info is needed, I 
> can give that 
> >as well.
> >
> >Curt L.
> 
> Curt,
> 
> "Global template blank" is the problem - using this template 
> ensures that the scrip will never send email. It's typically 
> used whenever you create a scrip that should not result in an 
> email message. So you should change to an appropriate template.
> 
> I suspect the reason you see notifications when you reply is 
> that another scrip (On Correspond) exists -that's the scrip 
> sending the notification, not the one above.
> 
> One note - On transaction will literally fire for every 
> single transaction for the ticket (field updates etc). Are 
> you sure that's what you want? You'll probably end up with 
> multiple notifications with this setup.
> 
> Steve 
> 
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Yes, this is the desired way of things happening - we're trying to
dual-track the tickets due to CRM - inject all ticket information into
CRM so it can be paired with an account.  Not the most glamourous way of
taking care of this, but it works.  I'll try changing the template, see
what happens.  Switching to the "Transaction" template took care of it,
thanks for the help.  I may modify this in the future to not do every
transaction via multiple scrips, but for the interim, this works great.

Thanks much,
Curt L.
>