[rt-users] Comments to AdminCC even if they are Requestors

Jean-Michel Cazaux jeanmichel.cazaux at eckoh.fr
Mon Nov 26 16:22:09 EST 2007


Hi Kenn,

The issue is that we do not even want the real requestor to be "in the loop" 
for real...

Thinking about it, one thing we might try is leave the requestor with 
Nodody.
I have yet to try this but if it work, it would do the trick.

Cheers.

Jean-Michel

________________________
Jean-Michel
 

> -----Message d'origine-----
> De : Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Envoyé : lundi 26 novembre 2007 19:52
> À : Jean-Michel Cazaux
> Cc : RT-Users at lists.bestpractical.com
> Objet : Re: [rt-users] Comments to AdminCC even if they are Requestors
> 
> Jean-Michel,
> 
> 
> 	We have a situation here that may be similar. 
> Sometimes, a support person (AdminCC or whatever) will create 
> a ticket for someone who is the REAL requestor. When that 
> happens, this support person puts in the UserID of the REAL 
> requestor after the creation of the ticket. That way, the 
> correct requestor gets all notifications and the AdminCc gets 
> any that were not initiated by same (we figure if YOU made 
> the comment, etc. 
> then YOU do not need an E_mail telling you what you did). The 
> ticket still has the original ticket creator UserId, which we 
> can use for any special queries, etc. We have already set up 
> notification scrips to notify AdminCc and ticket owners and 
> support groups and they all get their respective e_mail, 
> except the person who actually made the comment as that would 
> be redundant. Hope this helps.
> 
> Kenn
> LBNL
> 
> On 11/26/2007 7:04 AM, Jean-Michel Cazaux wrote:
> > Hi all,
> >  
> > This forum has been a very useful source of knowledge and 
> information 
> > in our quest to extend RT usage in our organisation, but we are now 
> > hitting another roadblock (hopefully one of the last).
> >  
> > Due to our organisation, it can happen that a member of the support 
> > team (that are adminCC of the support queue) is as well the 
> requestor 
> > of a ticket (because they "stand in" for the client).
> >  
> > The issue is that in this case, the comment are not sent to 
> this person. 
> > It seems that the fact they are a requestor supersedes the 
> fact that 
> > they are adminCC of the queue and they do not receive comments.
> > They then lose track of the "life" of the ticket (I know, they can 
> > still access the web and watch, but the beauty of email 
> notification is all gone).
> >  
> > I have tried to scan the code, but must admit I have not 
> been able to 
> > identify where "this" happens (the build of recipient list). Some 
> > hints would be GREATLY appreciated.
> >  
> > I have tried to search into the archives of the mailing list but I 
> > have found nothing related (I have found the "opposite" problem 
> > though) and I have found nothing on the wiki either.
> >  
> >  
> > Many thanks in advance.
> >  
> > --
> >   
> > Jean-Michel Cazaux
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