[rt-users] Re: HowTo send email about 'new' tickets -- RTv3.4.2

[seph]

> We've finally got our org to request assistance by sending email to
> itHelp@<us.com>, which redirects to rt@<us.com> as well as a copy to
> itTalk@<us.com>. This creates a ticket in rt, and notifies us all that a
> ticket got created. Unfortunately, email solutions get generated that
> don't always end up recorded by RT, and RT creates new tickets for every
> single thread component.

yes. everyone hits reply-to-all, cc'ing the RT address, and since
there's no subject tag it makes a new ticket.

> We can fix that by making it so itHelp only goes to rt and *not* to
> itTalk. However, that fix prevents us from getting any notification that
> a ticket was created. What we'd like RT to do is to bcc itTalk, but none
> of the online help has been useful in making that happen. I even tried a
> variation of the scrip for notifying us of 'old unowned tickets', but I
> still can't get RT to send out a notice to the itTalk group on new
> ticket creation.

make a scrip with an on create condition?

seph