[rt-users] What is AdminCc?

[Rich Lafferty]

On Sat, May 18, 2002 at 09:25:47PM +0200, Sebastian Flothow (sebastian at flothow.de) wrote:
> What does AdminCc mean, and how does it differ from Cc?
> I'm just curious - my RT installation does what I want it to, but I'd 
> like to know *why*.

Well, it all depends on the scrips you set up. With these scrips,

  OnCreate AutoreplyToRequestors with template Autoreply
  OnCreate NotifyAdminCcs with template Transaction 
  OnCorrespond NotifyAllWatchers with template Correspondence 
  OnCorrespond NotifyOtherRecipients with template Correspondence 
  OnComment NotifyAdminCcsAsComment with template AdminComment 
  OnComment NotifyOtherRecipientsAsComment with template Correspondence 

then AdminCcs get comments, but Ccs only get correspondance. We're
using it locally so that you've got the following types of watchers:

   Requestor: The person that opened the ticket, or the person that
       should have but had someone else do it for them. (Always
       a customer, in other words.)

   Cc: Other people who have some interest in seeing what the 
       requestor sees; maybe their VAR, maybe a coworker at their
       site, or maybe the requestor said "Please reply to these two
       addresses". (Almost always a customer.)

   AdminCc: *Our* employees who want to see not only what the
       requestor sees, but the internal stuff too -- transactions
       and comments-not-sent-to-requestor and so forth. (Never
       a customer.) Read "Admin" as "Internal" if it helps.

But really you can use them for anything you want if you set up scrips
to do what you desire -- I think the above captures the intent, though.

Oh, I just found what I wrote when someone within our organization
asked that. I said,

-------- cut here --------

Watchers are (essentially) people that get email about tickets.
Watchers can be added globally (all queues), per-queue, or per-ticket.
Right now, watchers can only be individual users, not groups. I expect
this to change.

There are three sorts of watchers:

  1. Requestors: People making the request to support/sysadmin/whoever.
     Requestors traditionally see only correspondence.

  2. CCs: People that aren't the Requestor but who should see the public
     part of the ticket by mail. Coworkers of partners, partners who
     ask for replies to home and work addresses, etc.

  3. AdminCCs: People inside the organization that should see the public
     and private parts of the ticket (and in some queues every
     transaction.)

-------- cut here --------

Anyone have any quibbles with that bit between "cut here"s? If not,
I'll add to it a bit and stick it in the manual.
  
Hope this helps,

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------