[rt-users] Using groups

Scott Undercofler scottu at huenix.com
Fri Oct 3 12:15:22 EDT 2014

Hi all:

     I have a pretty basic RT installation for a customer-facing 
ticketing system and I ran across something I can't find a solution for.

     The customer is normally one person who does all the ticketing. But 
in some cases there were five or more people. Most of them were 
"notification only" meaning they never actually open tickets, they just 
want to be notified about them. To accomplish this, I set up a series of 
groups called "TEAM_CustomerCode" and added all the ticket requestors to 
that group. That way when Joe at CompanyX opens a ticket, he, his 
teammates and his boss all get emails.

     The problem I ran into with this is that several customers have 
hired the same consultant, Sam. Because of this, Sam is a member of 
three groups for three different customers. And when Sam opens a ticket 
that was for Company One, everyone in all three customers get emails 
because I use the groups a person belongs to to build the notification 
list. There isnt any other way I can see to do it because we dumbed down 
the ticket creation process with a non-RT form with a series of 
dropdowns. I can't just add in another dropdown with "What company is 
this for" because many of my customers would have trouble figuring that 
out and would just call in, which kills my cost savings.

     Obviously this isn't workable. I had requested Sam to get three 
different email addresses and deal with it that way but he is either 
unwilling or unable.


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