Can anyone help a n00b with a scrip?

RT Users
1

Hi all, I’ve installed RT3 again after a long absence, and I’m reminded
once again how abysmal my Perl skills are. What I’d like is this:

A ticket is opened via email (or whatever), and as a result doesn’t have
an owner. I’d like an email to go out to everyone who has OwnTicket
rights in that queue so that people are informed of the arrival of a new
ticket. Keeners can take a ticket for themselves, or the boss can assign
the tickets to whoever he wants.

The important part is that people are made aware of the new ticket without
having to log in and check. Maybe there’s a way to do this without
writing a scrip and template, but if there is, it’s not obvious to me…

Any help, either cluing me in to the right way to accomplish this, or with
the scrip would be much appreciated! Thanks!!!

2

Hi all, I’ve installed RT3 again after a long absence, and I’m
reminded once again how abysmal my Perl skills are. What I’d like
is this:

A ticket is opened via email (or whatever), and as a result doesn’t
have an owner. I’d like an email to go out to everyone who has
OwnTicket rights in that queue so that people are informed of the
arrival of a new ticket. Keeners can take a ticket for themselves,
or the boss can assign the tickets to whoever he wants.

The important part is that people are made aware of the new ticket
without having to log in and check. Maybe there’s a way to do this
without writing a scrip and template, but if there is, it’s not
obvious to me…

Any help, either cluing me in to the right way to accomplish this,
or with the scrip would be much appreciated! Thanks!!!

You just have to set those people as AdminCc of the queue. Rt comes with
a default configuration that send notification when a new ticket enter
the system, to AdminCc of the queue.

(See Configuration->Queue->YourQueue->Watchers for AdminCc and
Configuration->Global->Scrips to see the default notifications enabled)

3

You just have to set those people as AdminCc of the queue. Rt comes with
a default configuration that send notification when a new ticket enter
the system, to AdminCc of the queue.

Thanks Emmanuel! I looked at this but dismissed it because I thought it
would spam everyone with OwnTicket rights every time the ticket was
updated (which isn’t what I want). I will give it a try today and see if
this works for me! There’s probably a way to say “don’t spam the
AdminCc’s” somehow!).

4

You just have to set those people as AdminCc of the queue. Rt comes with
a default configuration that send notification when a new ticket enter
the system, to AdminCc of the queue.

Thanks Emmanuel! I looked at this but dismissed it because I
thought it would spam everyone with OwnTicket rights every time the
ticket was updated (which isn’t what I want). I will give it a try
today and see if this works for me! There’s probably a way to say
“don’t spam the AdminCc’s” somehow!).

by default, yes AdminCc are notified on ticket creation and also on
ticket reply/comments. You can delete those scrips in
Configuration->Global->Scrips.