Best way to email members of group on ticket creation?

Yet another question. :slight_smile: As I mentioned before, I have a setup where the
Graphics queue has two groups: graphics_staff and graphics_admins. I added
the rights on each group from within the queue’s ‘group rights’ section, so
that should grant group members those rights in that queue.

What I want to do now is have all queue members receive an email whenever a
new ticket is created. This way, members will get notified anytime their
queue gets a new task added to it. I looked into doing this with a script,
but didn’t find a way of sending emails to groups. At least, not without
using custom code, which I doubt I’m up to at this stage. I saw a lot about
CCs and Admin CCs, and am wondering if that’s the best way to go. If it is,
how would I make members of a given group adopt those roles automatically?

For instance, say the best solution is to have graphics_staff be CCs, and
graphics_admins be admin CCs. That way they all get the emails through the
default scripts. How do I set things up so that members of those two groups
are made the right CCs when added to the group? I’ve enabled all the CC
options in the rights of both groups, but that seems to give users the
option, not assign them by default.

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Yet another question. :slight_smile: As I mentioned before, I have a setup where the
Graphics queue has two groups: graphics_staff and graphics_admins. I added
the rights on each group from within the queue’s ‘group rights’ section, so
that should grant group members those rights in that queue.

What I want to do now is have all queue members receive an email whenever a
new ticket is created.

Sure.

This way, members will get notified anytime their

queue gets a new task added to it. I looked into doing this with a script,
but didn’t find a way of sending emails to groups. At least, not without
using custom code, which I doubt I’m up to at this stage. I saw a lot about
CCs and Admin CCs, and am wondering if that’s the best way to go.

It is.

If it is,

how would I make members of a given group adopt those roles automatically?

Admin -> Queues -> Select -> Watchers

Enter the group name “graphics” to the group search. Click Go.

The results will be at the bottom of the page and you can assign
watcher roles to the groups. Then click Save Changes.

For instance, say the best solution is to have graphics_staff be CCs, and
graphics_admins be admin CCs. That way they all get the emails through the
default scripts. How do I set things up so that members of those two groups
are made the right CCs when added to the group?

That part happens behind the scene.

-m