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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>You could create two different scrips, one to notify owner,
and the other to notify ccAdmins. Both will receive the email relatively
immediate. Correction: “Notify Owner as Comment” and “Notify
AdminCCs as Comment”<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> Gilbert Rebeiro
[mailto:gilbert@dido.ca] <br>
<b>Sent:</b> Wednesday, September 14, 2011 11:36 AM<br>
<b>To:</b> Izz Abdullah<br>
<b>Cc:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] script to notify owner on comment<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>So there is no way to have the action be ccadmins, and
owner?<br>
<br>
On 14/09/2011 12:22 PM, Izz Abdullah wrote: <o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Here it is:</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Scrips -> create a new one with these values:</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Condition - On Comment</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Action - Notify Owner</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Template - Global template: Correspondence</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Stage: TransactionCreate</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Should work…I have something very similar I previously
setup.</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'> </span><o:p></o:p></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> <a
href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>
[<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>]
<b>On Behalf Of </b>Izz Abdullah<br>
<b>Sent:</b> Wednesday, September 14, 2011 11:18 AM<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Cc:</b> 'Gilbert Rebeiro'<br>
<b>Subject:</b> Re: [rt-users] script to notify owner on comment</span><o:p></o:p></p>
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</div>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Hi Gilbert,</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>I have done this before by creating a template for notifying
the owner on comment. No need for code, the base is already there.
I can’t remember right off the top of my head (I am not currently
accessing that installation), but it seems like it was “Notify Owner”
“On Comment” “Transaction_OnCreate or OnComment).</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'>Maybe this helps a bit?</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:windowtext'> </span><o:p></o:p></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> <a
href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>
[<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>]
<b>On Behalf Of </b>Gilbert Rebeiro<br>
<b>Sent:</b> Wednesday, September 14, 2011 11:02 AM<br>
<b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> [rt-users] script to notify owner on comment</span><o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Anyone?<br>
<br>
-------- Original Message -------- <o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><b>Subject: </b><o:p></o:p></p>
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<td style='padding:0in 0in 0in 0in'>
<p class=MsoNormal>script to notify owner on comment<o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><b>Date: </b><o:p></o:p></p>
</td>
<td style='padding:0in 0in 0in 0in'>
<p class=MsoNormal>Mon, 12 Sep 2011 20:13:25 -0400<o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><b>From: </b><o:p></o:p></p>
</td>
<td style='padding:0in 0in 0in 0in'>
<p class=MsoNormal>Gilbert Rebeiro <a href="mailto:gilbert@dido.ca"><gilbert@dido.ca></a><o:p></o:p></p>
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<p class=MsoNormal align=right style='text-align:right'><b>To: </b><o:p></o:p></p>
</td>
<td style='padding:0in 0in 0in 0in'>
<p class=MsoNormal><a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><o:p></o:p></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'> <o:p></o:p></p>
<pre>Hi,<o:p></o:p></pre><pre> <o:p></o:p></pre><pre>When someone else (not the owner) from the support team puts a comment <o:p></o:p></pre><pre>on the ticket we would like the owner to be notified with an email with the comment.<o:p></o:p></pre><pre> <o:p></o:p></pre><pre>RT4<o:p></o:p></pre><pre> <o:p></o:p></pre><pre>Thanks,<o:p></o:p></pre><pre>Gilbert<o:p></o:p></pre></div>
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