Add group members as CC on create scrip

RT Users
1

Folks,
I apologize, but I just cannot get this to work.
I have seen ( and tried ) many examples on the list, over the past couple of days, but I am making no headway trying to implement.

Once again I seek some expert advice…
the situation …

  1. Users can be in multiple groups
  2. Users can send tickets to multiple queues but they only should be allowed to see their own tickets.
  3. Group members should be added as CC to ticket on create , to allow them to see tickets created by their group .

much effort , no results…

I am now floundering … and am asking for a hand.

thanks
Roy

2

Roy,

You should be able to do this with scripts and not have to worry about

adding cc’s to tickets. Make sure you have a notification scrip “Notify
CC’s on Create”, where the condition is “On Create” and the condition is
“Notify CC’s” and a template. Then, be sure the group you want notified
is a “CC” watcher for the queue the tickets get created in. When a
ticket is created in that queue, all “CC” watchers will get a
notification that the ticket was created. Hope this helps.

Kenn
LBNLOn 12/9/2007 12:18 PM, Roy Sowa wrote:

Folks,
I apologize, but I just cannot get this to work.
I have seen ( and tried ) many examples on the list, over the past couple of days, but I am making no headway trying to implement.

Once again I seek some expert advice…
the situation …

  1. Users can be in multiple groups
  2. Users can send tickets to multiple queues but they only should be allowed to see their own tickets.
  3. Group members should be added as CC to ticket on create , to allow them to see tickets created by their group .

much effort , no results…

I am now floundering … and am asking for a hand.

thanks
Roy

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