[rt-users] Email on ticket creation

[arclight at jump.net]

Hi,

I added an --orphans option to rtreports that lists unowned 
unresolved tickets. The core is the following SQL query:

SELECT DISTINCT effective_sn, status, queue_id, area, subject
FROM each_req
WHERE ((status = 'open') OR (status = 'stalled')) AND (owner = '')
ORDER BY queue_id, area, effective_sn

It wouldn't be too hard to periodically regenerate and mail the 
orphan report or constrain the query on date_created if you only 
want to be notificatied once per ticket.

My hacked-up version of rtreports is called queuestatus and is 
located at:

http://www.jump.net/~arclight/projects/rt/queuestatus

Let me know if you find it useful or have any questions,

-- Bob

On 24 Oct 00, at 9:59, Eric Horne wrote:

> I think I'm in the same boat as Ben.. here's another perspective:
> 
> I'd like to be able to assign tasks to the folks in my group.
> Currently, this happens on a synchronous basis -- every hour or so I
> check the list of tasks that are not assigned and I go through and
> assign them. I don't have notify of every transaction because I don't
> need that much e-mail (if I want the status on something, I'll look it
> up, thank you very much); I would, however, like to know when a brand
> new, unassigned request gets entered into the queue so that I can
> assign it quickly. 
> 
> I've tried creating a NULL user in the database, but that seems to
> have no affect. 
> 
> Any hints?
> 
> -Eric
> 
> Ben Carter wrote:
> > 
> > Doesn't that also send out an email to the requestor every time
> > someone updates the call?
> > 
> > Ben
> > ----- Original Message -----
> > From: "Paul Lussier" <pll at mclinux.com>
> > To: "Ben Carter" <ben at aoncue.net>
> > Cc: <rt-users at lists.fsck.com>
> > Sent: Tuesday, October 24, 2000 5:25 PM
> > Subject: Re: [rt-users] Email on ticket creation
> > 
> > > In a message dated: Tue, 24 Oct 2000 17:17:45 BST
> > > "Ben Carter" said:
> > >
> > > >Well I have tried every single option - the person (a non-queue
> > > >member)
> > who
> > > >created the ticket gets a reply, but the call is allocated to
> > > >"nobody"
> > and
> > > >no queue members get notified that there is a new ticket.
> > > >
> > > >Any ideas?
> > >
> > > Do you have "Send email notification of each transaction" selected
> > > within
> > the
> > > queue properties?
> > > --
> > > Seeya,
> > > Paul
> > > ----
> > >    I'm in shape, my shape just happens to be pear!
> > >
> > > If you're not having fun, you're not doing it right!
> > >
> > >
> > >
> > 
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> 
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