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RT Users
1

I have one queue which is accessed by several users. I’ve been banging
my head off the wall trying to make it such that when a message is
accepted into the queue they all receive an email saying a ticket has
been created into queue X.
I want to keep the owner as “nobody” , but I’d like to have an email
sent to the five people who can see the queue. Any scrips out there
that can do this, I have yet to find anything suitable.

Thanks.

erol
erol@samurai.com
“Life is a tragic comedy. If you can’t laugh, you must cry. I prefer to laugh.”
– G. Graffin

2

erol wrote:

I have one queue which is accessed by several users. I’ve been banging
my head off the wall trying to make it such that when a message is
accepted into the queue they all receive an email saying a ticket has
been created into queue X.
I want to keep the owner as “nobody” , but I’d like to have an email
sent to the five people who can see the queue. Any scrips out there
that can do this, I have yet to find anything suitable.

Thanks.

I’m still new to this, but as far as I know, you just need to add the
users as watchers for the queue via the web interface.

Vicki

3

Yes.
Or even better, create a group and add the group as Watchers: “Administrative
CC”.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Vicki
Stanfield
Sent: Wednesday, June 08, 2005 10:55 AM
To: erol
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] AutoReplying

erol wrote:

I have one queue which is accessed by several users. I’ve been banging
my head off the wall trying to make it such that when a message is
accepted into the queue they all receive an email saying a ticket has
been created into queue X.
I want to keep the owner as “nobody” , but I’d like to have an email
sent to the five people who can see the queue. Any scrips out there
that can do this, I have yet to find anything suitable.

Thanks.

I’m still new to this, but as far as I know, you just need to add the users
as watchers for the queue via the web interface.

Vicki
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

4

rt-users-bounces@lists.bestpractical.com wrote:

I’m still new to this, but as far as I know, you just need to
add the users as watchers for the queue via the web interface.

That’s right. You will actually want to use Administrative Cc: for
your watchers, as the default scrips automatically include AdminCc:
users on correspondance (including the creation of the ticket).

Configuration->Queues->(queue name)->Watchers.

5

Hi,

I found that using the AdminCc functionality on the queue created too
much email.
We only wanted notification of new tickets, not every update in detail.

I created a “Notify Potential Owners” scrip that does this.

http://www.lancs.ac.uk/~norton/dev/rt/

This emails all the people who could potentially work on the ticket.

That’s assuming that the AdminCc doesn’t quite do what you want.

Regards, Ian.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Brian W.
Spolarich
Sent: 08 June 2005 19:09
To: Vicki Stanfield; erol
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] AutoReplying

rt-users-bounces@lists.bestpractical.com wrote:

I’m still new to this, but as far as I know, you just need to add the
users as watchers for the queue via the web interface.

That’s right. You will actually want to use Administrative Cc: for
your watchers, as the default scrips automatically include AdminCc:
users on correspondance (including the creation of the ticket).

Configuration->Queues->(queue name)->Watchers.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com