Comments to AdminCC even if they are Requestors

RT Users
1

Hi all,

This forum has been a very useful source of knowledge and information in
our quest to extend RT usage in our organisation, but we are now hitting
another roadblock (hopefully one of the last).

Due to our organisation, it can happen that a member of the support team
(that are adminCC of the support queue) is as well the requestor of a
ticket (because they “stand in” for the client).

The issue is that in this case, the comment are not sent to this person.
It seems that the fact they are a requestor supersedes the fact that
they are adminCC of the queue and they do not receive comments.
They then lose track of the “life” of the ticket (I know, they can still
access the web and watch, but the beauty of email notification is all
gone).

I have tried to scan the code, but must admit I have not been able to
identify where “this” happens (the build of recipient list). Some hints
would be GREATLY appreciated.

I have tried to search into the archives of the mailing list but I have
found nothing related (I have found the “opposite” problem though) and I
have found nothing on the wiki either.

Many thanks in advance.

Jean-Michel Cazaux
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN

T 08701 107129
F 08701 107107
M n/a
W www.eckoh.com

Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007

Winner, Innovation of the Year Award, Transport Innovations 2007

This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company.

Registered in England and Wales, No. 2796531
Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN

A member of the Eckoh Plc group of companies.

2

Jean-Michel,

We have a situation here that may be similar. Sometimes, a support

person (AdminCC or whatever) will create a ticket for someone who is the
REAL requestor. When that happens, this support person puts in the
UserID of the REAL requestor after the creation of the ticket. That way,
the correct requestor gets all notifications and the AdminCc gets any
that were not initiated by same (we figure if YOU made the comment, etc.
then YOU do not need an E_mail telling you what you did). The ticket
still has the original ticket creator UserId, which we can use for any
special queries, etc. We have already set up notification scrips to
notify AdminCc and ticket owners and support groups and they all get
their respective e_mail, except the person who actually made the comment
as that would be redundant. Hope this helps.

Kenn
LBNLOn 11/26/2007 7:04 AM, Jean-Michel Cazaux wrote:

Hi all,

This forum has been a very useful source of knowledge and information in
our quest to extend RT usage in our organisation, but we are now hitting
another roadblock (hopefully one of the last).

Due to our organisation, it can happen that a member of the support team
(that are adminCC of the support queue) is as well the requestor of a
ticket (because they “stand in” for the client).

The issue is that in this case, the comment are not sent to this person.
It seems that the fact they are a requestor supersedes the fact
that they are adminCC of the queue and they do not receive comments.
They then lose track of the “life” of the ticket (I know, they can still
access the web and watch, but the beauty of email notification is all gone).

I have tried to scan the code, but must admit I have not been able to
identify where “this” happens (the build of recipient list). Some hints
would be GREATLY appreciated.

I have tried to search into the archives of the mailing list but I have
found nothing related (I have found the “opposite” problem though) and I
have found nothing on the wiki either.

Many thanks in advance.

–

Jean-Michel Cazaux
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN

T 08701 107129
F 08701 107107
M n/a
W http://www.eckoh.com/ www.eckoh.com http://www.eckoh.com/

Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007

Winner, Innovation of the Year Award, Transport Innovations 2007

This communication contains information, which is confidential and may
also be privileged. It is for the exclusive use of the intended
recipient(s) only. If you are not the intended recipient(s) please note
that any form of distribution, copying or use of this communication or
the information in it is strictly prohibited and may be unlawful. If you
have received this communication in error please return it to the sender
and then delete it. Opinions expressed in this message are those of the
author, and are not binding on the company.

Registered in England and Wales, No. 2796531
Registered office: Telford House, Corner Hall, Hemel Hempstead,
Hertfordshire HP3 9HN

A member of the Eckoh Plc group of companies.

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3

Hi Kenn,

The issue is that we do not even want the real requestor to be "in the loop"
for real…

Thinking about it, one thing we might try is leave the requestor with
Nodody.
I have yet to try this but if it work, it would do the trick.

Cheers.

Jean-Michel

Jean-Michel

4

Apologies everyone !!!

I just realised we had a problem in our set up (one guy was missing from
the adminCC and it is the one we used for the tests)…

For the record, AdminCCs DO receive comments even if they are a
requestor!

Thanks again for the help, I will try to power up all brain cells before
making a query next time.
Jean-Michel

Jean-Michel Cazaux
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN

T 08701 107129
F 08701 107107
M n/a
W www.eckoh.com

Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007

Winner, Innovation of the Year Award, Transport Innovations 2007

This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company.

Registered in England and Wales, No. 2796531
Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN

A member of the Eckoh Plc group of companies.