[rt-users] Ignoring queue AdminCC for owned tickets

[Eleanor J. Evans [Panix Staff]]

On Fri, Nov 27, 2009 at 01:14:39PM +0000, David X. Glover wrote:
> Currently, each of our queues have a group of people set as the  
> AdminCC, so that group is emailed whenever any changes happen to the  
> tickets in that queue.

> I want to make it more granular, so that if a ticket has an owner,  
> instead of emails going to the AdminCCs for the queue, it only goes to  
> that person, and the requestors.

> Un-owned tickets should still send emails to the AdminCC list for the  
> queue.

> Is that possible?

Perhaps I am missing something, because that looks obvious.

Add scrips with user defined conditions.  

Description: On Correspond Owned Notify Owner, Requestors
Condition: User Defined
Action: Notify Owner, Requestors *
Template: whatever you use for correspondence in this queue

Custom condition:
return 0 unless $self->TransactionObj->Type eq 'Correspond';
return 1 if $self->TicketObj->Owner;
return 0;


* if Notify Owner, Requestors isn't one of your actions, you can add
it using the instructions here:
http://wiki.bestpractical.com/view/ScripAction

INSERT Into ScripActions(
  Name, Description, ExecModule, Argument, Creator, Created, LastUpdatedBy, LastUpdated
) VALUES (
  'Notify Owner, Requestors', 'Sends mail to the Owner and Requestors', 'Notify', 'Owner,Requestors', 1, NOW(), 1, NOW()
);

Description: On Correspond Unowned Notify AdminCcs
Condition: User Defined
Action: Notify AdminCcs
Template: whatever you use for correspondence in this queue

Custom condition:
return 0 unless $self->TransactionObj->Type eq 'Correspond';
return 0 if $self->TicketObj->Owner;
return 1;

Include "or $self->TransactionObj->Type eq 'Comment'" to taste.

Is this the RT way of doing it, or is there a more elegant way?


-- 
Eleanor J. (Piglet) Evans, eje at panix.com
Customer Support, (212) 741-4400