Custom scrip help - mail to GROUP

RT Users
1

Hi all,

We use RT to distribute tickets to various groups within our IT dept.
Tickets are created in a master drop queue called IT - then our
helpdesk folks assign this ticket to another queue which has a
specific work group associated with it (network, workstation etc…)

I want a mail to go out to the group associated with that newly
assigned queue when a job is moved from IT to that queue (ie. “There
is new work in your queue - someone please take the ticket”) This way
the appropriate person can take the ticket. We don’t want them to
have to sit and monitor the queue all day - and an email to the gropu
would be perfect - anyone doing this? or know how?

Cheers,
Sean Daniels

2

So, do you not have group email addresses like that in your organization?
Addresses like network@yourorg.com or workstation@yourorg.com? I thought
most organizations did. Of course, everyone also has their own email
address, but their address also belongs to the “larger”, group address
(typically the name of their department).

If you did this, you could create Users on you installation of RT with the
appropriate department names and email addresses (e.g. Username - Network;
Email - network@yourorg.com), and your helpdesk could just make the “Owner”
of the ticket one of those “group accounts”. For example if Helpdesk Lady
selected ‘Network’ from the Owner dropdown, then RT would Notify
network@yourorg.com via email that they have a new ticket (On Owner Change
Notify Owner as Comment with template Transaction). It kind of works the
same way on our list here, right? We all belong to
rt-users@lists.bestpractical.com, and when one of us sends an email we all
get it.

Anyway, then the Network/Workstation team lead or the team “ticketmaster”
(if it’s a rolling role) can distribute the ticket to the appropriate person
on the team. Or if you don’t have anyone like that, then once everyone
reads the ticket, the appropriate person will know to take it.

How about that?-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of TeleMole
Sent: Thursday, April 20, 2006 8:19 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] custom scrip help - mail to GROUP

Hi all,

We use RT to distribute tickets to various groups within our IT dept.
Tickets are created in a master drop queue called IT - then our
helpdesk folks assign this ticket to another queue which has a
specific work group associated with it (network, workstation etc…)

I want a mail to go out to the group associated with that newly
assigned queue when a job is moved from IT to that queue (ie. “There
is new work in your queue - someone please take the ticket”) This way
the appropriate person can take the ticket. We don’t want them to
have to sit and monitor the queue all day - and an email to the gropu
would be perfect - anyone doing this? or know how?

Cheers,
Sean Daniels
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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

3

So just to be clear, when your Helpdesk sends the ticket to another queue,
with what I’ve suggested they’d also need to change the Owner of the ticket.

This may not be the best way, but I’m new to RT myself. Hypothetically, and
not knowing the code, this seems like it should work. Email Fundamentals
101, you know?

That’s just my suggestion. I’d love to see others.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kristopher
Lusk
Sent: Thursday, April 20, 2006 9:25 AM
To: ‘TeleMole’; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] custom scrip help - mail to GROUP

So, do you not have group email addresses like that in your organization?
Addresses like network@yourorg.com or workstation@yourorg.com? I thought
most organizations did. Of course, everyone also has their own email
address, but their address also belongs to the “larger”, group address
(typically the name of their department).

If you did this, you could create Users on you installation of RT with the
appropriate department names and email addresses (e.g. Username - Network;
Email - network@yourorg.com), and your helpdesk could just make the “Owner”
of the ticket one of those “group accounts”. For example if Helpdesk Lady
selected ‘Network’ from the Owner dropdown, then RT would Notify
network@yourorg.com via email that they have a new ticket (On Owner Change
Notify Owner as Comment with template Transaction). It kind of works the
same way on our list here, right? We all belong to
rt-users@lists.bestpractical.com, and when one of us sends an email we all
get it.

Anyway, then the Network/Workstation team lead or the team “ticketmaster”
(if it’s a rolling role) can distribute the ticket to the appropriate person
on the team. Or if you don’t have anyone like that, then once everyone
reads the ticket, the appropriate person will know to take it.

How about that?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of TeleMole
Sent: Thursday, April 20, 2006 8:19 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] custom scrip help - mail to GROUP

Hi all,

We use RT to distribute tickets to various groups within our IT dept.
Tickets are created in a master drop queue called IT - then our
helpdesk folks assign this ticket to another queue which has a
specific work group associated with it (network, workstation etc…)

I want a mail to go out to the group associated with that newly
assigned queue when a job is moved from IT to that queue (ie. “There
is new work in your queue - someone please take the ticket”) This way
the appropriate person can take the ticket. We don’t want them to
have to sit and monitor the queue all day - and an email to the gropu
would be perfect - anyone doing this? or know how?

Cheers,
Sean Daniels
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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

4

this looks great - seems exactly what i am looking for - But I am
unsure how to use it? Can you show me an exaple scrip that would call
this? I really need to see it detect the change of queue and then send
the notification - is this possible?On 4/20/06, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

http://search.cpan.org/dist/RTx-Action-NotifyGroup ?

On 4/20/06, TeleMole telemole@gmail.com wrote:

Hi all,

We use RT to distribute tickets to various groups within our IT dept.
Tickets are created in a master drop queue called IT - then our
helpdesk folks assign this ticket to another queue which has a
specific work group associated with it (network, workstation etc…)

I want a mail to go out to the group associated with that newly
assigned queue when a job is moved from IT to that queue (ie. “There
is new work in your queue - someone please take the ticket”) This way
the appropriate person can take the ticket. We don’t want them to
have to sit and monitor the queue all day - and an email to the gropu
would be perfect - anyone doing this? or know how?

Cheers,
Sean Daniels

The rt-users Archives

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

We’re hiring! Come hack Perl for Best Practical: Careers — Best Practical Solutions

–
Best regards, Ruslan.

5

This distribution comes with script rtx-notify-group-admin
with this script you can add ScripActions, for example “Notify Group
XXX and User YYY”.
And use such actions within your scrips.
You need scrip:
On Queue Change Notify Group Xxx with Template Yyy.

As I recall On Queue Change is standard condition, in Template you can
use anything you want.On 4/20/06, TeleMole telemole@gmail.com wrote:

this looks great - seems exactly what i am looking for - But I am
unsure how to use it? Can you show me an exaple scrip that would call
this? I really need to see it detect the change of queue and then send
the notification - is this possible?

On 4/20/06, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

http://search.cpan.org/dist/RTx-Action-NotifyGroup ?

On 4/20/06, TeleMole telemole@gmail.com wrote:

Hi all,

We use RT to distribute tickets to various groups within our IT dept.
Tickets are created in a master drop queue called IT - then our
helpdesk folks assign this ticket to another queue which has a
specific work group associated with it (network, workstation etc…)

I want a mail to go out to the group associated with that newly
assigned queue when a job is moved from IT to that queue (ie. “There
is new work in your queue - someone please take the ticket”) This way
the appropriate person can take the ticket. We don’t want them to
have to sit and monitor the queue all day - and an email to the gropu
would be perfect - anyone doing this? or know how?

Cheers,
Sean Daniels

The rt-users Archives

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

We’re hiring! Come hack Perl for Best Practical: Careers — Best Practical Solutions

–
Best regards, Ruslan.

Best regards, Ruslan.

6

All the solutions presented so far seem WAY too complicated.

It’s really easy, and requires no custom programming.

(1) Set up groups of privileged RT users in Configuration, Groups for
each of the work groups in your organization. The nice thing about
making the groups now is that you can leverage these groups for other
purposes, like permissions & access control on queues and custom fields.

(2) For each queue that requires notification, go to Configuration,
Queues, choose the queue, and then Watchers. Use “Find groups whose Name
contains [ ]” to locate the corresponding work group, then specify them
as an “AdminCC”.

(3) Go to Configuration, Global, Scrips and make sure you’ve got a scrip
that readsOn Queue Change Notify AdminCCs Global Template: Transaction This may be a default scrip; my scrips page has 50 lines of custom-made scrips Done. No programming required. Of course, you might want to make your own Global template (“Queue Change Notification” or something like that, such as: Subject: Ticket moved to your queue ({$Ticket->Queue}) Hi, {$Transaction->CreatorObj->RealName} just moved ticket {$Ticket->id} into your group queue. Please work on this ticket as soon as possible. This ticket was created {$Ticket->CreatedObj->AsString} and it’s due in {$Ticket->DueObj->AsString}. Thank you, RequestTracker, Esq. Anyway, you get the idea. Rick R. TeleMole wrote:

Hi all,

We use RT to distribute tickets to various groups within our IT dept.
Tickets are created in a master drop queue called IT - then our
…

rickr.vcf (182 Bytes)