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

Gene LeDuc gleduc at mail.sdsu.edu
Tue Aug 28 18:27:03 EDT 2007

Hi Fran,

Here's how I'd attack your problem.

1.  Change your On Create scrip to Notify Other Recipients and then create 
a custom template (NotifySysadmins for instance).

2.  Create an RT group called SysAdmins.

3.  Have your NotifySysadmins template send the notification e-mail to the 
RT SysAdmins group.  Something like this:
To: {
   my $group = RT::Group->new( $RT::SystemUser );
   $OUT = $group->MemberEmailAddressesAsString; }

{ $Transaction->Content() }

This way your SysAdmins only get unowned new-ticket notifications, not all 
the other noise.


At 02:18 PM 8/28/2007, Fran Fabrizio wrote:

> > 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

Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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