RES: [rt-users] Best practices?

Presciliano dos Santos Neto psneto at
Mon Dec 10 15:35:59 EST 2001


Try something like this:

OnCreate AutoreplyToRequestors with template AutoReply
OnCreate NotifyAdminCcs with template Transaction  
OnCorrespond NotifyAllWatchers with template Correspondence  
OnComment NotifyAdminCcsAsComment with template AdminComment  
OnResolve NotifyRequestors with template Resolved

Be sure to grant the correct rights:

Everyone: SeeQueue/CreateTicket
Requestor: ReplyToTicket/CommentOnTicket
AdminCC: ShowTicket,ModifyTicket,DeleteTicket, etc ...

Hope this help,


> ----- Mensagem original -----
> De:		Jeremy Freeman [SMTP:j.freeman at]
> Enviada em:		Segunda-feira, 10 de Dezembro de 2001 18:00
> Para:		rt-users at
> Assunto:		[rt-users] Best practices?
> So I have RT 2.0.9 up and running superbly (debian rocks). But I have some
> questions for the group on using RT efficiently. I have the following
> global scrips setup:
> OnCorrespond NotifyRequestors with template Correspondence 
> OnCreate NotifyAdminCcs with template Transaction 
> When a new message comes into support a message is sent to the people I
> have designated as AdminCCs for the queue saying that there is a new
> ticket. One of them then logs into RT, Takes, Opens and Replies to the
> ticket. Here is where the problem comes in; if the requestor than replies
> to the reply, the ticket owner never finds out about this. He/she has to
> periodically go in and read each one of his/her tickets to see if any
> correspondance has arrived on it. 
> It would be very valuable to me (and many other probably) to get some
> submissions on how different organizations are using RT. Specifically:
> when does someone take a ticket? 
> when do they change a ticket from new to open? 
> when do you resolve a ticket? 
> how do you have your scrips setup? 
> Thank you to anyone who answers. 
> -- 
> Jeremy Freeman 
> Chief Technical Engineer 
> Sporg Internet Corporation 

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