[rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC

Gene LeDuc gleduc at mail.sdsu.edu
Tue Aug 28 16:49:50 EDT 2007

Hi Fran,

Your scrip doesn't have anything to do with your issue.

It seems to me that you want the queue AdminCc list to be disregarded if 
someone is added to the ticket's AdminCc list.  I don't think that's the 
way RT works.  I'm pretty sure that RT combines any ticket AdminCcs with 
the queue AdminCcs when it sends e-mail.  I don't think you can override 
the queue AdminCc list with a ticket AdminCc.  But I might be wrong.

It should be pretty easy to do this, however, using Notify Other Recipients 
with a custom template.


At 12:49 PM 8/28/2007, Fran Fabrizio wrote:

>I want each member of the sysadmin group to be emailed when a ticket
>comes into the 'helpdesk' with no owner (i.e. from the mail gateway, or
>from the web gateway with no owner set).  To accomplish this, I added a
>scrip to 'helpdesk' called "NotifyOfNewTicketIfUnowned" that has the
>custom condition:
>if (($self->TransactionObj->Type eq "Create") and
>($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) {
>} else {
>and if true, the action is set to Notify AdminCCs.  All of that works well.
>However, if I have a ticket, and I am the owner, and I want to add a
>comment to myself, I choose Comment, but that comment goes to the entire
>staff.  Or, related to this, if I want to add one other team member as
>an AdminCC to this particular ticket because I need his input, I add him
>to that ticket's AdminCC field, and then I Comment on the ticket.  And
>this Comment goes to the entire sysadmin group.  It seems the queue's
>AdminCC trumps the ticket's AdminCC in all cases.
>How do I accomplish both of my goals?  I want both the initial broadcast
>to all sysadmins when an unowned ticket comes in, AND the ability to
>have an individual AdminCC list per ticket (or no AdminCCs at all for
>that particular ticket, so that I can Comment to just myself).
>Fran Fabrizio
>Senior Systems Analyst
>Department of Computer and Information Sciences
>University of Alabama at Birmingham
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Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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