[rt-users] NotifyCCs

[Stephen Turner]

At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote:
>Currently we're using RT 3.4.5, and I'm having some issues with scrips,
>particularly on a Queue called Tech.
>
>Here's what I'd like to happen:
>
>Condition: On Transaction
>Action: Notify Ccs
>Template: Global Template Blank
>Stage: TransactionCreate <----(Wondering if this is a problem or not)
>
>Should send to a secondary queue on another server for tracking
>purposes, which is defined as a permanent CC for that specific queue.
>
>The only time that a Notify CC happens is when I'm replying.  Never on a
>resolve/comment action, and I'm not sure why.
>
>I've got the user created that I'm looking to use for this purpose, but
>it only seems to run the CC action on a reply only, never any other
>transaction.
>
>Any suggestions would be great, if more info is needed, I can give that
>as well.
>
>Curt L.

Curt,

"Global template blank" is the problem - using this template ensures 
that the scrip will never send email. It's typically used whenever 
you create a scrip that should not result in an email message. So you 
should change to an appropriate template.

I suspect the reason you see notifications when you reply is that 
another scrip (On Correspond) exists -that's the scrip sending the 
notification, not the one above.

One note - On transaction will literally fire for every single 
transaction for the ticket (field updates etc). Are you sure that's 
what you want? You'll probably end up with multiple notifications 
with this setup.

Steve