[rt-users] Notification problem

[Kenneth Crocker]

Forrest,


	Thanks. I'm going to do something like that to ignore the Queue that 
doesn't want the E_mail.


Kenn
LBNL

Forrest Blount wrote:
> Hi Kenn-- we have a similar situation.  I'm getting around it by using 
> the following as a custom condition on the global scrip (I have no idea 
> if your idea re: local scrips of same name super-ceding global scrips).
> 
> Obviously this particular bit of code is for transactions where tickets 
> are being resolved-- depending on the global scrip you may want to tweak 
> that as well.
> 
> # test if the ticket is being resolved and in the /queuename/(queue name 
> must be case sensitive)
> # if it is, don't run the scrip, if it isn't, run it
> if (($self->TransactionObj->NewValue eq "resolved") &&
> ($self->TransactionObj->Type eq "Status") &&
> ($self->TicketObj->QueueObj->Name ne "/queuename/"))
> {
> return 1;
> } else {
> return undef;
> }
> 
> Forrest
> 
> 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
>> _______________________________________________
>> 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
>