Difference Between CC: and AdminCC:

How/why do people decide whether a Watcher should CC’d or AdminCC’d?

I’m just setting RT up, but so far I can’t see any functional difference
between these two catagories - what am I missing?

Also, what is a “Transaction” vs. “Correspondence”?

I’ve looked through what I could find of documentation, but couldn’t find
answers to how these terms are used.

Thanks is advance, Sherry

Sherry M. Rogers University of California, Berkeley
System & Network Security phone (510)642-7157

|+ How/why do people decide whether a Watcher should CC’d or AdminCC’d?

We typically set ‘AdminCC’ to our management staff, and have different
scrips setup for them, and ‘Watcher’ as the general staff.

|+ I’m just setting RT up, but so far I can’t see any functional difference
|+ between these two catagories - what am I missing?
|+
|+ Also, what is a “Transaction” vs. “Correspondence”?

Transaction is basically what it says. When something happens, changes,
or is altered in the ticket, a transaction is logged, and if you have the
scrip OnTransaction, it sends the mail to match that condition.

Consider this. If a ticket is changed from ‘New’ to ‘Open’. That is a
transaction. If the ticket is closed, thats another transaction. If a
comment is left in the ticket, theres another transaction, etc.

Correspondence is when you correspond with the person(s) opening the
ticket, etc.

How/why do people decide whether a Watcher should CC’d or AdminCC’d?

We typically set ‘AdminCC’ to our management staff, and have different
scrips setup for them, and ‘Watcher’ as the general staff.

Perhaps more to the point, if you have these scrips turned on:
“OnComment NotifyAdminCcsAsComment with template AdminComment”
"OnCreate NotifyAdminCcs with template Transaction"
then AdminCCs would get the relevant mail whereas CCs wouldn’t.

How/why do people decide whether a Watcher should CC’d or AdminCC’d?

We’ve got our Scrips set up so that AdminCCs see all comments + correspondence so we keep
people internal to our organization on the AdminCCs. Then we add others outside the
company to the requestor fields and only send them correpsondence, not comments.

I’m just setting RT up, but so far I can’t see any functional
difference between these two catagories - what am I missing?

The functional difference depends on how you set up your Scrips. Mainly, it gives you a
way to have different things happen for different groups of people.

Also, what is a “Transaction” vs. “Correspondence”?

I’m guessing on this one, someone who knows the guts better will probably be more
accurate, but a transaction seems to be any action taken on a ticket (changing owner,
adding keywords, setting status, etc) whereas corespondence is adding correpsondence with
the requestor onto the issue (whether or not that correspondence is emailed out – and to
whom – is dependent on your Scrips).

Matt.