[rt-users] Custom scrip and queue behavior

[Kenneth Crocker]

Les,


	You might want to try and change the way you "Watch" a queue. I would 
have 1 person be the "AdminCC' for the queue and grant this person all 
sorts of rights when it comes to managing the queue. Then I would create 
a group called "Queuename-Support" and grant this group all the 
privileges they need to JUST create and modify and handle the general 
support work on tickets. Then you remove all those USerIDs from the 
Queue "AdminCC" watcher and put the new "Support" group as the "CC" 
watcher. Then you simply create a scrip to "Notify CC on create" which 
sends the chosen template to the "CC" Watchers (the support group as a 
whole) when a ticket is created. I would then create another scrip to 
"Notify Owner" when a ticket is created WITH A CHOSEN OWNER, that way, 
the other watchers won't get an email. You don't need a scrip for when a 
ticket is taken because the person taking it already knows they have 
taken it since THEY are the person that TOOK it. If you REALLY do have a 
queue manager who assigns tickets, then you might want a scrip to 
"Notify Owner" when the ticket ownership goes from "Nobody" to somebody 
and was assigned by someone else. Hope this helps.


Kenn
LBNL

On 9/22/2008 4:50 PM, Les Stott wrote:
> Hi,
> 
> Im using RT 3.6.5, will go to 3.8.1 shortly.
> 
> I'm looking for a way to reduce the large amount of emails generated to 
> watchers of a queue.
> 
> Currently we have a "help" queue with 4 watchers as AdminCC's. On 
> Correspondance or Ticket Create every AdminCC gets notified. While this 
> is fine what i would like is to not notify the other 3 AdminCC's if I 
> own the ticket and vice versa. But for unowned tickets i still want to 
> Notify all AdminCC's.
> 
> I know you can modify AdminCC's for each ticket, but with a high volume 
> of tickets that becomes very cumbersome.
> 
> So, my ideal scenario.....
> 
> 4 users watching the help queue (currently via AdminCC).
> Any tickets newly created will notify all watchers.
> If user1 "takes" a ticket DO NOT notify other AdminCC's on comment or 
> correspondance.
> If "user2 "takes" a ticket DO NOT notify other AdminCC's on comment or 
> correspondance.
> etc etc for user3 and user4.
> 
> That way the amount of email hitting each watcher's mailbox is reduced.
> 
> I guess it can be done with some Custom scrip actions/templates, but i 
> am a novice in this area and maybe someone already does this in a better 
> or easier way.
> 
> Thanks in advance for any help.
> 
> Regards,
> 
> Les
> 
> 
> 
> 
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