Costum Condition AdminCC Notification

RT Users
1

Hello there.

Maybe you can help me with this issue.

I want RT only to send AdminCC Notifications on ticket create if the client
is not equal to the owner.

I need it because, if an admin creates a ticket on his own behalf, the other
admins should not be notified.

Thank you in advance

Cheers

Chris

2

Chris,

I would guess client == Requestor?
I would disable the scrip On Create notify AdminCC and create a new one with Action Notify Admin but with User defined condition.
Your condition code will depend how you can distinguish that the requestor is not a member of the admincc group, for example if you expect the requestors to be from a different domain to your admin cc you can try;

If ($self->TransactionObj->Type eq ‘Create’ and $self->TicketObj->Requestors->MemberEmailAddressesAsString !~ /your_admincc_@domain/) {
return 1;
} else {
return undef;
}

Roy

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If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christian Bauer
Sent: 09 September 2011 10:09
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Costum Condition AdminCC Notification

Hello there.

Maybe you can help me with this issue.
I want RT only to send AdminCC Notifications on ticket create if the client is not equal to the owner.

I need it because, if an admin creates a ticket on his own behalf, the other admins should not be notified.

Thank you in advance

Cheers
Chris

3

Hi,

On Create, but creator is not owner:

my $txn = self->TransactionObj;
return 0 unless $txn->Type eq ‘Create’;
return 0 if $txn->Creator == $self->TicketObj->Owner;
return 1;On Fri, Sep 9, 2011 at 1:08 PM, Christian Bauer sales@rise-against.eu wrote:

Hello there.

Maybe you can help me with this issue.

I want RT only to send AdminCC Notifications on ticket create if the client
is not equal to the owner.

I need it because, if an admin creates a ticket on his own behalf, the other
admins should not be notified.

Thank you in advance

Cheers

Chris

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4

Christian,

Just any client or only when the client is an AdminCc AND the Owner?

Kenn
LBNLOn Fri, Sep 9, 2011 at 2:08 AM, Christian Bauer sales@rise-against.euwrote:

Hello there.****

Maybe you can help me with this issue.****

I want RT only to send AdminCC Notifications on ticket create if the client
is not equal to the owner.****

I need it because, if an admin creates a ticket on his own behalf, the
other admins should not be notified.****

Thank you in advance****

Cheers****

Chris****

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA — September 26 & 27, 2011
  • San Francisco, CA, USA — October 18 & 19, 2011
  • Washington DC, USA — October 31 & November 1, 2011
  • Melbourne VIC, Australia — November 28 & 29, 2011
  • Barcelona, Spain — November 28 & 29, 2011