[rt-users] NotifyCC (or the like)

[Steve Huston]

First, *thank you* for RT.  I feel like I have time to think again :>

However, I do have a couple people at my workplace who wish to see 
everything that goes on in RT, so they know what I'm doing and what's 
to be done.  I have been able to set most of this up so far.  I'll 
explain the setup a bit.  If a user has a problem, they send mail to an 
alias which goes to myself and three other users.  Currently, I 
generate a ticket by either the webform, or bouncing the email in Pine 
to RT.  The other users are setup in RT, and are allowed to see the 
queue, see a ticket, and a few other permissions, but are *not* setup 
as administrators or AdminCCs (I don't want them seeing all the 
comments I may make on tickets, since 90% of it is notes to myself and 
the like).

I'd like to set them up as CCs for the queue, and then I'd have the 
same functionality as the email alias built-in, and I can change the 
alias to point to RT instead.  However, I see one issue, that being the 
CCs will only get correspondence *after* the ticket is created, but 
they'll not see the initial email that created the ticket.

Yes, I could set them up as AdminCCs, however I may want to use that 
functionality in the future for other things, and I don't want these 
people getting mails about every comment I make, so I won't want to 
remove that scrip (On Comment NotifyAdminCCs).

Is there a simple solution?  I want the functionality of a queue CC, 
but ideally would want a scrip that does a "On Create NotifyCC".  
Currently I see no way to notify the CCs without notifying the 
requestor as well, and since the requestor gets an autoreply on ticket 
generation I think that would be too much.  Perhaps a "custom Scrip 
action" is necessary; if so, could someone enlighten me to what it 
would be?

Thanks 1.0*10E6

--
Steve Huston - Unix Systems Admin, Dept. of Astrophysical Sciences
  Princeton University  |     ICBM Address: 40.346525   -74.651285
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