Can watcher notifications use a different template?

I’m looking to tweak our internal RT process so that internal users can
’claim’ a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

To do that, I want to:

  1. Add a new action, Claim, that will do the same as Take, but only if
    the ticket is not owned and otherwise tell the claiming user that Joe is
    already dealing with it.
  2. Add a link to Claim in the Watcher mail so that people can ‘get a
    lock’ on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don’t follow where I can
create a template that is used specifically for 'Watcher-notification’
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

Does any of this make any sense? Is there a better way to do it?

Thanks for any insight,

Howie

Howard,

I’m looking to tweak our internal RT process so that internal users can
’claim’ a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

I’d look at CommandByMail plugin, it’s pretty useful for what you’re
saying - However can be malicious if misused or mis-configured

To do that, I want to:

  1. Add a new action, Claim, that will do the same as Take, but only if
    the ticket is not owned and otherwise tell the claiming user that Joe is
    already dealing with it.

  2. Add a link to Claim in the Watcher mail so that people can ‘get a
    lock’ on a ticket before investigating and replying.

  3. Claim > You can set CommandByMail to ‘Steal’ the ticket based on the
    condition that Owner! = ‘Nobody’ and if Owner = ‘Nobody’, it would
    return a template for the ‘Steal’ rejection - This may require a scrip…

---- the ! = isn’t

  1. ‘Get a lock’ > I’m assuming you mean ‘Take’ which is answer in #1 above.

I think I can manage 1 with no problem, but I don’t follow where I can
create a template that is used specifically for 'Watcher-notification’
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)
I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

I’ll let someone else answer that…

Kris

Fibernetics Corp
605 Boxwood Drive
Cambridge, ON N3E1A5On 10/20/2010 12:27 PM, Howard Jones wrote:

I’m looking to tweak our internal RT process so that internal users can
’claim’ a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

To do that, I want to:

  1. Add a new action, Claim, that will do the same as Take, but only if
    the ticket is not owned and otherwise tell the claiming user that Joe is
    already dealing with it.
  2. Add a link to Claim in the Watcher mail so that people can ‘get a
    lock’ on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don’t follow where I can
create a template that is used specifically for 'Watcher-notification’
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

Does any of this make any sense? Is there a better way to do it?

Thanks for any insight,

Howie

You may want to look into the commandbyemail plugin. We use it a lot. Watchers just reply to the ticket and add:
Owner: j_harris
At the top and it changes the owner and notifies the watchers (and the requestors).-----Original Message-----
From: Howard Jones howie@thingy.com
Sender: rt-users-bounces@lists.bestpractical.com
Date: Wed, 20 Oct 2010 17:27:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Can watcher notifications use a different template?

I’m looking to tweak our internal RT process so that internal users can
’claim’ a ticket directly from the e-mail notification, to avoid having
two people working on one issue (we have a group of people who are all
watchers on the General queue, and those people generally work from
their inbox).

To do that, I want to:

  1. Add a new action, Claim, that will do the same as Take, but only if
    the ticket is not owned and otherwise tell the claiming user that Joe is
    already dealing with it.
  2. Add a link to Claim in the Watcher mail so that people can ‘get a
    lock’ on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don’t follow where I can
create a template that is used specifically for 'Watcher-notification’
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

I guess the alternative is to effectively duplicate part of the Watcher
functionality with a scrip that uses OnCreate and Notify Other
Recipients, but that seems a bit clunky.

Does any of this make any sense? Is there a better way to do it?

Thanks for any insight,

Howie

  1. Add a new action, Claim, that will do the same as Take, but only if
    the ticket is not owned and otherwise tell the claiming user that Joe is
    already dealing with it.

Take should actually work that way. It won’t steal the ticket if
someone else already has it.

  1. Add a link to Claim in the Watcher mail so that people can ‘get a
    lock’ on a ticket before investigating and replying.

I think I can manage 1 with no problem, but I don’t follow where I can
create a template that is used specifically for 'Watcher-notification’
e-mails. Is this possible? Is it actually a different template than the
one used for normal transactions? (or can it be?)

Check your Configuration -> GLobal -> Scrips for the templates being
used.

-kevin