[rt-users] Notification problem

[Kenneth Crocker]

Stephen,


	Thanks for that info. Glad to know it. I think I will just modify the 
global scrip to ignore that one Queue. That's easier than dropping it 
and making 50+ Queue specific scrips.

Kenn
LBNL

Stephen Turner wrote:
> At Wednesday 6/27/2007 05:49 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         I was under the assumption that any global scrip applied to 
>> all queues, but that if one created a "queue only" scrip with the same 
>> name, the global scrip would be ignored. I have a global scrip that 
>> states:
>>
>> name: Notify other recipients on correspond
>> condition: on correspond
>> action: notify other recipients
>> template: global template: correspondence
>> stage: TransactionCreate
>>
>> I have duplicated this scrip by name for queue "GL":
>>
>> name: Notify other recipients on correspond
>> condition: on correspond
>> action: notify other recipients as comment
>> template: global template: correspondence
>> stage: TransactionCreate
>>
>>         The difference is the "as comment" part. I thought the "as 
>> comment" meant that an E_mail will NOT go out (otherwise, why have 
>> that difference?). I made this second scrip because out of 50+ queues, 
>> the owner of the GL queue does not want this type of notification. So, 
>> I thought by creating the second scrip, it would resolve the problem. 
>> IT doesn't work. The AdminCc and the CC watchers still get E_mail on 
>> correspondence. Anyone have a clue as to why? Thanks.
>>
>>
>> Kenn
>> LBNL
> 
> Hello Kenn,
> 
> Neither of these scrips should notify watchers - 'other recipients' are 
> one-time recipients that you'd type on the reply screen. So I'd say the 
> notifications you see are coming from another scrip.
> 
> Also - "as comment" means that the mail will be sent with the queue's 
> comment address as the return address. So if someone replies, their 
> reply will come back to the ticket as a comment.
> 
> Steve
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
>