Custom scrip and queue behavior

Hi,

Im using RT 3.6.5, will go to 3.8.1 shortly.

I’m looking for a way to reduce the large amount of emails generated to
watchers of a queue.

Currently we have a “help” queue with 4 watchers as AdminCC’s. On
Correspondance or Ticket Create every AdminCC gets notified. While this
is fine what i would like is to not notify the other 3 AdminCC’s if I
own the ticket and vice versa. But for unowned tickets i still want to
Notify all AdminCC’s.

I know you can modify AdminCC’s for each ticket, but with a high volume
of tickets that becomes very cumbersome.

So, my ideal scenario…

4 users watching the help queue (currently via AdminCC).
Any tickets newly created will notify all watchers.
If user1 “takes” a ticket DO NOT notify other AdminCC’s on comment or
correspondance.
If "user2 “takes” a ticket DO NOT notify other AdminCC’s on comment or
correspondance.
etc etc for user3 and user4.

That way the amount of email hitting each watcher’s mailbox is reduced.

I guess it can be done with some Custom scrip actions/templates, but i
am a novice in this area and maybe someone already does this in a better
or easier way.

Thanks in advance for any help.

Regards,

Les

Les,

You might want to try and change the way you "Watch" a queue. I would 

have 1 person be the “AdminCC’ for the queue and grant this person all
sorts of rights when it comes to managing the queue. Then I would create
a group called “Queuename-Support” and grant this group all the
privileges they need to JUST create and modify and handle the general
support work on tickets. Then you remove all those USerIDs from the
Queue “AdminCC” watcher and put the new “Support” group as the “CC"
watcher. Then you simply create a scrip to “Notify CC on create” which
sends the chosen template to the “CC” Watchers (the support group as a
whole) when a ticket is created. I would then create another scrip to
"Notify Owner” when a ticket is created WITH A CHOSEN OWNER, that way,
the other watchers won’t get an email. You don’t need a scrip for when a
ticket is taken because the person taking it already knows they have
taken it since THEY are the person that TOOK it. If you REALLY do have a
queue manager who assigns tickets, then you might want a scrip to
"Notify Owner” when the ticket ownership goes from “Nobody” to somebody
and was assigned by someone else. Hope this helps.

Kenn
LBNLOn 9/22/2008 4:50 PM, Les Stott wrote:

Hi,

Im using RT 3.6.5, will go to 3.8.1 shortly.

I’m looking for a way to reduce the large amount of emails generated to
watchers of a queue.

Currently we have a “help” queue with 4 watchers as AdminCC’s. On
Correspondance or Ticket Create every AdminCC gets notified. While this
is fine what i would like is to not notify the other 3 AdminCC’s if I
own the ticket and vice versa. But for unowned tickets i still want to
Notify all AdminCC’s.

I know you can modify AdminCC’s for each ticket, but with a high volume
of tickets that becomes very cumbersome.

So, my ideal scenario…

4 users watching the help queue (currently via AdminCC).
Any tickets newly created will notify all watchers.
If user1 “takes” a ticket DO NOT notify other AdminCC’s on comment or
correspondance.
If "user2 “takes” a ticket DO NOT notify other AdminCC’s on comment or
correspondance.
etc etc for user3 and user4.

That way the amount of email hitting each watcher’s mailbox is reduced.

I guess it can be done with some Custom scrip actions/templates, but i
am a novice in this area and maybe someone already does this in a better
or easier way.

Thanks in advance for any help.

Regards,

Les


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Les,

I forgot, you can add a requirement that the Owner be "Nobody" on the 

Notify CC" scrip for new tickets.

Kenn
LBNLOn 9/23/2008 9:37 AM, Kenneth Crocker wrote:

Les,

You might want to try and change the way you “Watch” a queue. I would
have 1 person be the “AdminCC’ for the queue and grant this person all
sorts of rights when it comes to managing the queue. Then I would create
a group called “Queuename-Support” and grant this group all the
privileges they need to JUST create and modify and handle the general
support work on tickets. Then you remove all those USerIDs from the
Queue “AdminCC” watcher and put the new “Support” group as the “CC"
watcher. Then you simply create a scrip to “Notify CC on create” which
sends the chosen template to the “CC” Watchers (the support group as a
whole) when a ticket is created. I would then create another scrip to
"Notify Owner” when a ticket is created WITH A CHOSEN OWNER, that way,
the other watchers won’t get an email. You don’t need a scrip for when a
ticket is taken because the person taking it already knows they have
taken it since THEY are the person that TOOK it. If you REALLY do have a
queue manager who assigns tickets, then you might want a scrip to
"Notify Owner” when the ticket ownership goes from “Nobody” to somebody
and was assigned by someone else. Hope this helps.

Kenn
LBNL

On 9/22/2008 4:50 PM, Les Stott wrote:

Hi,

Im using RT 3.6.5, will go to 3.8.1 shortly.

I’m looking for a way to reduce the large amount of emails generated to
watchers of a queue.

Currently we have a “help” queue with 4 watchers as AdminCC’s. On
Correspondance or Ticket Create every AdminCC gets notified. While this
is fine what i would like is to not notify the other 3 AdminCC’s if I
own the ticket and vice versa. But for unowned tickets i still want to
Notify all AdminCC’s.

I know you can modify AdminCC’s for each ticket, but with a high volume
of tickets that becomes very cumbersome.

So, my ideal scenario…

4 users watching the help queue (currently via AdminCC).
Any tickets newly created will notify all watchers.
If user1 “takes” a ticket DO NOT notify other AdminCC’s on comment or
correspondance.
If "user2 “takes” a ticket DO NOT notify other AdminCC’s on comment or
correspondance.
etc etc for user3 and user4.

That way the amount of email hitting each watcher’s mailbox is reduced.

I guess it can be done with some Custom scrip actions/templates, but i
am a novice in this area and maybe someone already does this in a better
or easier way.

Thanks in advance for any help.

Regards,

Les


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com