[rt-users] Custom scrip and queue behavior

[Kenneth Crocker]

Les,


	I forgot, you can add a requirement that the Owner be "Nobody" on the 
Notify CC" scrip for new tickets.


Kenn
LBNL

On 9/23/2008 9:37 AM, Kenneth Crocker wrote:
> 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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