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

Fran Fabrizio fran at cis.uab.edu
Tue Aug 28 17:18:04 EDT 2007

> 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.
I believe that you are correct, and that is indeed the cause of my
problem.  I just am a little unclear how to solve it. :-)
> It should be pretty easy to do this, however, using Notify Other
> Recipients with a custom template.
My real problem is this...

Goal: Have every member of the sysadmin group get a copy of an email
when a ticket comes in with no owner.
Overkill Solution: Add sysadmin as an AdminCC for the queue and do a On
Create Notify AdminCCs as Comment.

While that works it has the unpleasant side effects I previously
described.  What I think I really wanted was:

Lighter Solution:  Define an On Create scrip called NotifySysadmins
whose action is a user defined one that notifies everyone in the
sysadmin group with the existing Admin Comment template.

So I guess (sorry for thinking out loud here) what I need to know is how
to define an On Create scrip which calls a custom action that notifies
sysadmin.   I couldn't quite figure that out, so my hack was to make
sysadmin an AdminCC, since we already have a Notify AdminCCs as Comment

I'm off to RTFM and figure out how to define a Notify sysadmin group as
Comment action, but if anyone knows this off the top of their head, I'd
be very thankful. :-)

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham

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