[rt-users] Per User/Queue Copy of All Ticket Transactions (fwd)

Paul Hirose pthirose at ucdavis.edu
Tue Nov 25 15:28:06 EST 2008

For us, it was a slightly more general desire to watch all actions on all tickets on a given queue.  Actually, it was much simpler than I had thought.  I set that particular staff person to be an AdminCC (Config->Queue->DeptQueue->Watchers.)  This person now happily gets a copy of everything that happens in his email.

Is there a way for a specific user to set himself up as a Watcher of an entire queue?  Right now, my staff can set themselves up as a CC/AdminCC of any specific ticket in their repsective queue (I gave my group Watch and WatchAsAdmin rights.)

But I haven't found a way in the interface for a person to set himself up as a  Watch/WatchAsADminCc the entire queue.  I can set a user up for that via SuperUser (as mentioned above.)  But what are the steps for a user to do this for himself?

Thank you,

Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
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---------- Forwarded message ----------
Date: Tue, 25 Nov 2008 08:56:58 -0500
From: Erik Peterson <epeterson at edc.org>
To: Paul Hirose <pthirose at ucdavis.edu>
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Per User/Queue Copy of All Ticket Transactions

We have one tech who prefers the same thing.  As a starting point, I
wrote a scrip that makes him added as an adminCC on any ticket that he
owns.  So I have it run on Create and on Owner Change and check to see
if the new owner is him, then add him as an adminCC.

Custom action prep:

     if ($self->TicketObj->OwnerObj->Id() == 775) {
       return 1;
     } else {
       return 0;

Custom action cleanup:

     my $owner = $self->TicketObj->Owner;

I plan to take it a step further and add a user custom field that
let's me set this as a preference per user and then simply check that
condition to assign it.

The biggest downside to this is that if he transfers the ticket to
someone else, he needs to manually remove himself as an adminCC, but
that wasn't much of a stumbling block for our setup.

Hope that might help and if anyone has great insight into this, I'd
love to hear it as well.


On Nov 24, 2008, at 7:34 PM, Paul Hirose wrote:

> Some of our support staff prefer to get an email copy of
> "everything" that happens on a given ticket or for all tickets in a
> given queue.  I found an "OnTransaction" Scrip, but wasn't sure how
> to attach that to only a specific ticket, or only a specific queue,
> and only for certain users (at their preference, without SuperUser
> rights.)  I've also not figured out which Right(s) might be needed
> for a specific user, so it may be possible (but not yet, as the user
> hasn't the right.)
> These folks essentially have an email program always running.  They
> probably also always have a web browser running, but not necessarily
> on the RT webpage.  They have their email program to ding or flash
> or whatever as new email comes in, and it catches their attention,
> and they can proceed to process that email RT support request
> (either via email or via webpage.)  But that initial "Hey, there's a
> new ticket" or "Hey, something happened to a ticket/queue" attention-
> getting, they prefer via email.
> The support staff who prefer to have RT's homepage up and have it
> auto-refresh, are of course fine :)

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