AdminCC for queues not to get notified after ticket has owner

RT Users
1

I can seem to find the right way to accomplish this:
I have my groups as adminCCs for their respective queues so that they get notified when tickets get created which is working great, however once a tech picks up a ticket I do not want everyone getting notified on ticket correspondence, I see that I can delete that global Scrip but that seems a bit drastic. Is there a better way?

TIA,
Steve

2

Steve,

Modify the scrip as to who gets the notification.

Kenn
LBNLOn Thu, Oct 21, 2010 at 9:49 AM, Steve O’Brien steve.obrien@hdesd.orgwrote:

I can seem to find the right way to accomplish this:

I have my groups as adminCCs for their respective queues so that they get
notified when tickets get created which is working great, however once a
tech picks up a ticket I do not want everyone getting notified on ticket
correspondence, I see that I can delete that global Scrip but that seems a
bit drastic. Is there a better way?

TIA,

Steve

3

Hi Steve,

You have several solutions:

  1. notify adminccs only on create and not on correspond
  2. notify adminccs only if owner is nobody

Both you can do by managing conditions on your scrips. Second case
requires custom condition, but it’s very easy condition to write.
Check out http://wiki.bestpractical.com/view/CustomConditionSnippetsOn Thu, Oct 21, 2010 at 8:49 PM, Steve O’Brien steve.obrien@hdesd.org wrote:

I can seem to find the right way to accomplish this:

I have my groups as adminCCs for their respective queues so that they get
notified when tickets get created which is working great, however once a
tech picks up a ticket I do not want everyone getting notified on ticket
correspondence, I see that I can delete that global Scrip but that seems a
bit drastic. Is there a better way?

TIA,

Steve

Best regards, Ruslan.