Add AdminCC on Owner Change

Hi, gang.

I’ve looked through the wiki and archives, but haven’t seen this issue
addressed.

I’d like to be able to add a specific user as AdminCC when the owner
of a ticket is changed to any of a range of users. For instance, if a
ticket is owned by x, y, z, or q, add b as AdminCC.

Does anyone else have that kind of setup? Anyone willing to share a
little UserDefined code with me? :o)

Thanks in advance!

Andy

Andy Jones
User Support Manager
510.594.5016
adjones@cca.edu

Andy,

I'm a little confused.DO you want to add an AdminCc as a recipient of 

the notification or do you actually want to add this user as an AdminCC
"Watcher" of the queue or just add them as an AdminCc for the ticket?
Oh, by the way, you used as an example of a ticket being owned by x,y,z,
or q. You do realise that a ticket can be owned by ONLY 1 usedID, right?

Kenn
LBNLOn 10/29/2008 11:15 AM, Andy Jones wrote:

Hi, gang.

I’ve looked through the wiki and archives, but haven’t seen this issue
addressed.

I’d like to be able to add a specific user as AdminCC when the owner
of a ticket is changed to any of a range of users. For instance, if a
ticket is owned by x, y, z, or q, add b as AdminCC.

Does anyone else have that kind of setup? Anyone willing to share a
little UserDefined code with me? :o)

Thanks in advance!

Andy

Andy Jones
User Support Manager
510.594.5016
adjones@cca.edu


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Heya, Kenn.

Sorry if I wasn’t clear. Logically, this is what I’d like:

IF a ticket is owned by user x, y, z, or q,
THEN user b is added as an AdminCC to the ticket.

I’m not terribly concerned that the AdminCC gets notified about which
of x, y, z, or q actually owns the ticket; moreso, I want to be sure
the AdminCC is copied on all messages relating to that ticket going
forward.

Does that make sense?

Thanks,
AndyOn Oct 29, 2008, at 1:30 PM, Kenneth Crocker wrote:

Andy,

I’m a little confused.DO you want to add an AdminCc as a recipient
of the notification or do you actually want to add this user as an
AdminCC “Watcher” of the queue or just add them as an AdminCc for
the ticket? Oh, by the way, you used as an example of a ticket being
owned by x,y,z, or q. You do realise that a ticket can be owned by
ONLY 1 usedID, right?

Kenn
LBNL

On 10/29/2008 11:15 AM, Andy Jones wrote:

Hi, gang.
I’ve looked through the wiki and archives, but haven’t seen this
issue addressed.
I’d like to be able to add a specific user as AdminCC when the
owner of a ticket is changed to any of a range of users. For
instance, if a ticket is owned by x, y, z, or q, add b as AdminCC.
Does anyone else have that kind of setup? Anyone willing to share
a little UserDefined code with me? :o)
Thanks in advance!
Andy
Andy Jones
User Support Manager
510.594.5016
adjones@cca.edu


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media. Buy a copy at http://rtbook.bestpractical.com

Andy Jones
User Support Manager
510.594.5016
adjones@cca.edu

Andy,

   I'm a little confused.DO you want to add an AdminCc as a recipient of

the notification or do you actually want to add this user as an AdminCC
"Watcher" of the queue or just add them as an AdminCc for the ticket?
Oh, by the way, you used as an example of a ticket being owned by x,y,z,
or q. You do realise that a ticket can be owned by ONLY 1 usedID, right?

He means any of. It sounds like Andy wants to have RT add an indivdual’s
manager as an AdminCC to to watcher to whatever tickets that individual
processes. (But different workers in the same department could have different
managers).

I suspect that hijacking RT’s groups would be the way to go about this.

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