[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 );
$group->LoadUserDefinedGroup("SysAdmins");
$OUT = $group->MemberEmailAddressesAsString; }
{ $Transaction->Content() }
This way your SysAdmins only get unowned new-ticket notifications, not all
the other noise.
Regards,
Gene
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
>action.
>
>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
>http://www.cis.uab.edu/
>205.934.0653
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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