AdminCc on Queue Watchers not getting email on new ticket

1

Version: 5.0.5+dfsg-2

I am new to RT but have it all up and running on Ubuntu 24.0.1 and am playing around with it trying to get to know it better.

We have multiple queues and have configured and tested the ability to email our main rt email and have scripts create tickets based on what. is in the subject line. All of that works great.

I have gone into one of my queues and added myself (as a system user) as a watcher to the admin cc. However, when a new ticket is created either via email or the WebUI, I never get an email notification.

I started searching and figured maybe it was a permissions issue, so I went back into the Queue and went to user rights (my user is a superadmin so I didn’t think this would work but figured I would try it anyway) and clicked the “Sign up as a ticket Requestor or ticket or queue Cc”.

That also did not work.

I thought maybe is was some kind of group right so I went back in, selected group rights, selected the AdminCc role and did the same thing, but to no avail.

So I guess my question is this, I would like each queue to have a queue owner so to speak, and that person should get a notification each time a new ticket is created.

How do I go about doing this?

Thank You all for your help.

2

Have you had a look at the scrips on the queue. You should be able to make one that is along the lines of

Condition : On Create
Action : Notify AdminCcs
Template: Some template

3

There is already a script on the queue that came standard with my install that is active on the Queue:

Description: On Create Notify Owner and Admin Ccs
Condition: On Create
Action: Notify Owner and AdminCcs
Template: Transaction in HTML

4

OK, I finally figured out why this was not working. Basically when I email the ticket into my RT instance, RT creates the ticket in the General queue and then the ticket gets moved into the correct queue. So I had to create a template and a script to Notify on Queue change and now it works as intended.