[rt-users] RT_System opening tickets?

[Rafael Corvalan]

Hello,
Ye, I understand the purpose of your action (only reopening the ticket).

I our RT installation, I haven't the scrip you suggested since I don't
want every queue AdminCC be notified for every correspondance on every
ticket... If someone goes on holidays, he must reassign all his tickets
and receiving all the correspondance is not good for us. Suppose I
receive a mail notifying me of a new mail on a ticket that I don't own.
How can I say "OK, it Bob's ticket but he's on holiday, I take the
correspondance?". Somewhat complex and I think a lot of correspondance
would be lost...

In my configuration I have:

OnCreate NotifyAllWatchers...
OnCorrespondance NotifyOwner...

Rafael

-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net] 
Sent: mardi, 22. janvier 2002 16:22
To: Rafael Corvalan
Cc: RT Users
Subject: RE: [rt-users] RT_System opening tickets?


On Tue, 22 Jan 2002, Rafael Corvalan wrote:

> The ticket will be reopened, great.
> But take a look at this use case (common, at least here):
>
> I resolve a case (I was the owner). 2 days later, I'm in holiday. The 
> Requestor reopens the ticket sending a mail, saying the problem is 
> still there. The ticket is reopened (using you new Scrip or using the 
> current feature), but since it's owned by someone that is in 
> holliday... noone in the help desk staff will receive a notification 
> (provided I have a Scrip that send an e-mail to the owner on 
> correspondance).
> >From my point of view it's not a simple issue...

Urm.  You don't have a scrip:

	OnCorrespond NotifyAdminCcs with template Correspondence

?

That one (suggested by default) notifies all AdminCcs, irrespective of
who owns the ticket.  At least in our situation, it would be very bad
for our ticketing system to only notify the Owners, particularly when
the Owner might not be checking email for the next month.

All that my suggestion does (or should do) is reopen the ticket if
required.


-- 
                             Bruce Campbell
RIPE
                   Systems/Network Engineer
NCC
                 www.ripe.net - PGP562C8B1B
Operations