[rt-users] custom scrip help - mail to GROUP

[Kristopher Lusk]

So just to be clear, when your Helpdesk sends the ticket to another queue,
with what I've suggested they'd also need to change the Owner of the ticket.

This may not be the best way, but I'm new to RT myself.  Hypothetically, and
not knowing the code, this seems like it should work.  Email Fundamentals
101, you know?

That's just my suggestion.  I'd love to see others.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kristopher
Lusk
Sent: Thursday, April 20, 2006 9:25 AM
To: 'TeleMole'; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] custom scrip help - mail to GROUP

So, do you not have group email addresses like that in your organization?
Addresses like network at yourorg.com or workstation at yourorg.com?  I thought
most organizations did.  Of course, everyone also has their own email
address, but their address also belongs to the "larger", group address
(typically the name of their department).

If you did this, you could create Users on you installation of RT with the
appropriate department names and email addresses (e.g. Username - Network;
Email - network at yourorg.com), and your helpdesk could just make the "Owner"
of the ticket one of those "group accounts".  For example if Helpdesk Lady
selected 'Network' from the Owner dropdown, then RT would Notify
network at yourorg.com via email that they have a new ticket (On Owner Change
Notify Owner as Comment with template Transaction).  It kind of works the
same way on our list here, right? We all belong to 
rt-users at lists.bestpractical.com, and when one of us sends an email we all
get it.

Anyway, then the Network/Workstation team lead or the team "ticketmaster"
(if it's a rolling role) can distribute the ticket to the appropriate person
on the team.  Or if you don't have anyone like that, then once everyone
reads the ticket, the appropriate person will know to take it.

How about that?




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of TeleMole
Sent: Thursday, April 20, 2006 8:19 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] custom scrip help - mail to GROUP

Hi all,

We use RT to distribute tickets to various groups within our IT dept. 
Tickets are created in a master drop queue called IT - then our
helpdesk folks assign this ticket to another queue which has a
specific work group associated with it (network, workstation etc...)

I want a mail to go out to the group associated with that newly
assigned queue when a job is moved from IT to that queue (ie. "There
is new work in your queue - someone please take the ticket")  This way
the appropriate person can take the ticket.  We don't want them to
have to sit and monitor the queue all day - and an email to the gropu
would be perfect - anyone doing this? or know how?

Cheers,
Sean Daniels
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