Constituency and AdminCc group notifications

Hello,

I am little bit confused how Constituency work.

My goal is to send notifications to two seperate groups of people based on membership of group ‘Duty Team [Constituency]’ whenever new Incident Report is created.

  1. I created two Constituency groups via add_constituency script
  2. I added memebers to ‘Duty Team [Constituency]’ groups
  3. I created two new scrips:
    OnCreate -> RTIR Set Constituency
    OnCreate -> RTIR Set Constituency Group
  4. I placed these scrips before scrips OnCreate -> Notify Owner and AdminCcs

When new ticket is created, I see message “The RT System itself - AdminCc group DutyTeam [Constituency] added” but no notification is sent to members of this group.

It looks like that AdminCc group is not set at all, because in log file you can see:

Jun 3 06:45:09 rtir RT: [3540] rt-4.2.11-3540-1433306709-474.2330-8-0@AXENTA #2330/19842 - Scrip 8 On Create Notify Owner and AdminCcs
Jun 3 06:45:09 rtir RT: [3540] rt-4.2.11-3540-1433306709-474.2330-8-0@AXENTA No recipients found. Not sending.

It is fresh installation of RT-IR 3.2 (RT 4.2.11).

I will appreciate any help.

Thank you.

Josef Bezchleba
bezchleba@axenta.cz

Hello,

I would like to
change the default RTIR queue (lifecycle) names to something else, i.e.,

Incident Report to
Event Report and Investigation to Communication.

I tried changing
them in RTIR_Siteconfig.pm file and also from UI
(Admin --> Queues --> Select). After the changes, the UI didn’t work well and
there are some errors in log file.

I think the default queue names are used in
internal files like IR.pm and etc. So when I change only in RTIR_Siteconfig and in
UI, the tool couldn’t find the queue name from other internal files.

Can anyone advise me
if it’s possible to change the default queue names? If yes, in which files the
names need to be changed? Do I need to change in Queues table in MySQL also?

I look forward for
your reply.

Kind regards,

Maricar

Hi Maricar,

Being able to change the name of lifecycle queues in RTIR (and to create multiple queues for a given lifecyle) is one of the big features coming in RTIR 3.4. I can’t speak to the release date, but we’d love to know how it works for you in a test environment.

Best,
JesseOn Thu, Dec 03, 2015 at 02:03:39PM +0000, M.A Maricar wrote:

Hello,

I would like to
change the default RTIR queue (lifecycle) names to something else, i.e.,

Incident Report to
Event Report and Investigation to Communication.

I tried changing
them in RTIR_Siteconfig.pm file and also from UI
(Admin --> Queues --> Select). After the changes, the UI didn’t work well and
there are some errors in log file.

I think the default queue names are used in
internal files like IR.pm and etc. So when I change only in RTIR_Siteconfig and in
UI, the tool couldn’t find the queue name from other internal files.

Can anyone advise me
if it’s possible to change the default queue names? If yes, in which files the
names need to be changed? Do I need to change in Queues table in MySQL also?

I look forward for
your reply.

Kind regards,

Maricar