<div dir="ltr">Yes, you could use a scrip to watch for Requestor additions and assign CCs as needed.<div><br></div><div>I expect that such a scrip would require the existence of two RT groups:</div><div><ol><li><b>Automatic CC Requestor</b>—contains users whose tickets should be monitored; and</li><li><b>Automatic CC Watcher</b>—contains users who should be assigned as CCs to those tickets.</li></ol></div><div>When running, a robust scrip would need to:</div><div><ol><li>confirm that a ticket creation or Requestor addition has occurred before proceeding;</li><li>confirm that the Automatic CC Watcher group is not already a CC before proceeding;</li><li>obtain a list of the ticket's current Requestor users/groups;</li><li>recursively search these users/groups for membership within Automatic CC Requestor group; and</li><li>add the Automatic CC Watcher group as a CC if any such memberships were found.</li></ol><div>Adjusting relevant users would simply involve adjusting membership within the above two groups.</div><div><br></div><div>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.<br></div><div><br></div><div>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.</div></div></div><div class="gmail_extra"><br><div class="gmail_quote">On 15 September 2014 19:53, Adrien TACQUARD <span dir="ltr"><<a href="mailto:ATacquard@yellownetwork.fr" target="_blank">ATacquard@yellownetwork.fr</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p class="MsoNormal"><a name="14878bb0e608d828__MailEndCompose"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif"">Thank you a lot for your quick answers.<u></u><u></u></span></a></p>
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<p class="MsoNormal"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif"">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 : </span><a href="http://www.gossamer-threads.com/lists/rt/users/63905" target="_blank"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif"">http://www.gossamer-threads.com/lists/rt/users/63905</span></a><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif"">
) ?<u></u><u></u></span></p><span class="">
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</span></span><a href="http://www.yellownetwork.fr/" target="_blank"><b><span style="font-size:7.5pt;font-family:"Arial","sans-serif";color:navy">www.yellownetwork.fr</span></b></a><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:navy">
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<b><span style="font-size:13.5pt;font-family:"Andalus","serif";color:navy">Adrien Tacquard</span></b><b><span style="font-size:13.5pt;font-family:"Andalus","serif";color:navy"><u></u><u></u></span></b></p>
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<a href="mailto:aTacquard@yellownetwork.fr" target="_blank"><b><span style="font-size:10.0pt;font-family:"Andalus","serif"">aTacquard@yellownetwork.fr</span></b></a><b><span style="font-size:10.0pt;font-family:"Andalus","serif";color:navy"><u></u><u></u></span></b></p>
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<span style="font-size:10.0pt;font-family:"Andalus","serif";color:navy">66 rue du Maréchal Ney - 85000 La Roche sur Yon<br>
Tél. 02 51 44 81 51 <br>
Mobile 06 47 33 73 84 </span><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:navy">
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</span><p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">De :</span></b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif""> Alex Peters [mailto:<a href="mailto:alex@peters.net" target="_blank">alex@peters.net</a>]
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<b>Envoyé :</b> lundi 15 septembre 2014 11:49<br>
<b>À :</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Cc :</b> Adrien TACQUARD</span></p><div><div class="h5"><br>
<b>Objet :</b> Re: [rt-users] User must be able to see tickets of some others<u></u><u></u></div></div><p></p><div><div class="h5">
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<p class="MsoNormal">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.<u></u><u></u></p>
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<p class="MsoNormal">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.<u></u><u></u></p>
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<p class="MsoNormal">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.<u></u><u></u></p>
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<p class="MsoNormal">On 15 September 2014 19:37, Adrien TACQUARD <<a href="mailto:ATacquard@yellownetwork.fr" target="_blank">ATacquard@yellownetwork.fr</a>> wrote:<u></u><u></u></p>
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<p class="MsoNormal"><a name="14878bb0e608d828_14878ac9c8fe1319__MailEndCompose"><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri","sans-serif"">I have no identification yet but I was thinking of a group.</span></a><u></u><u></u></p>
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</span></span><a href="http://www.yellownetwork.fr/" target="_blank"><b><span style="font-size:7.5pt;font-family:"Arial","sans-serif";color:navy">www.yellownetwork.fr</span></b></a><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:navy">
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<b><span style="font-size:13.5pt;font-family:"Andalus","serif";color:navy">Adrien Tacquard</span></b><u></u><u></u></p>
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<a href="mailto:aTacquard@yellownetwork.fr" target="_blank"><b><span style="font-size:10.0pt;font-family:"Andalus","serif"">aTacquard@yellownetwork.fr</span></b></a><u></u><u></u></p>
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<span style="font-size:10.0pt;font-family:"Andalus","serif";color:navy">66 rue du Maréchal Ney - 85000 La Roche sur Yon<br>
Tél. 02 51 44 81 51 <br>
Mobile 06 47 33 73 84 </span><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:navy">
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">De :</span></b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif""> Alex Peters [mailto:<a href="mailto:alex@peters.net" target="_blank">alex@peters.net</a>]
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<b>Envoyé :</b> lundi 15 septembre 2014 11:33<br>
<b>À :</b> Adrien TACQUARD<br>
<b>Cc :</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
<b>Objet :</b> Re: [rt-users] User must be able to see tickets of some others</span><u></u><u></u></p>
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<p class="MsoNormal">A scrip would only assist you in selecting whether or not to send an email. Ticket visibility itself is a rights issue.<u></u><u></u></p>
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<p class="MsoNormal">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?<u></u><u></u></p>
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<p class="MsoNormal">On 15 September 2014 18:44, Adrien TACQUARD <<a href="mailto:ATacquard@yellownetwork.fr" target="_blank">ATacquard@yellownetwork.fr</a>> wrote:<u></u><u></u></p>
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<p class="MsoNormal"><span lang="EN-US">Hi everyone,</span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-US"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-US">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.</span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-US"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-US">I thought of a scrip with condition “requestor is member of this group” but I don’t know which right should I grant.</span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-US"> </span><u></u><u></u></p>
<p class="MsoNormal"><span lang="EN-US">Yellow Adrien</span><u></u><u></u></p>
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<a href="http://www.yellownetwork.fr/" target="_blank"><b><span style="font-size:7.5pt;font-family:"Arial","sans-serif";color:navy">www.yellownetwork.fr</span></b></a>
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<b><span style="font-size:13.5pt;font-family:"Andalus","serif";color:navy">Adrien Tacquard</span></b><u></u><u></u></p>
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<b><span style="font-size:10.0pt;font-family:"Andalus","serif";color:navy"><a href="mailto:aTacquard@yellownetwork.fr" target="_blank">aTacquard@yellownetwork.fr</a></span></b><u></u><u></u></p>
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<span style="font-size:10.0pt;font-family:"Andalus","serif";color:navy">66 rue du Maréchal Ney - 85000 La Roche sur Yon<br>
Tél. 02 51 44 81 51 <br>
Mobile 06 47 33 73 84 </span><span style="color:navy"> </span><u></u><u></u></p>
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--<br>
RT Training - Boston, September 9-10<br>
<a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><u></u><u></u></p>
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