Email Notification On Create

RT Users
1

We been looking to get RT to send an email to an specific email
address only when a ticket is created, and not adding it to CC,
AdminCC, etc.-

Basically this is to notify the Team when they are mobile.

Browsing the Wiki i notice a cpl of conditions that gets and email
address into CC, we only want to pull and email out and do not modify
that Ticket at all.

BTW we are not very used to RT Scripts…

Regards,
Seb.-

2

Hi Seb,

Try this.

  1. Create a template (Templates | New template) in the queue that you are
    working with. Call it “NotifyTeamNewTicket”. Paste everything between the
    2 “=====” lines below into the Content box:
    { ### Sends e-mail to team when new ticket is created
    my $TeamAddress = ‘teamaddress@yourcompany.com’;
    my $FromAddress = ‘RT rt@yourcompany.com’;
    my $ticketid = $Ticket->Id;
    my $queue = $Ticket->QueueObj->Name;
    my $TicketURL = $RT::WebURL . “Ticket/Display.html?id=$ticketid”;
    $OUT = "From: $FromAddress

This is message is to notify you that a new ticket (#$ticketid) has been
created in the $queue queue. You can access it at the following URL:
$TicketURL

Have a nice day,
Your Friendly RT ticketing system
";
}

  1. Change the $FromAddress and $TeamAddress values in the template as
    appropriate. While you’re at it, change the wording of the subject line
    and message body to reflect what you want to say. DO NOT REMOVE the blank
    line after Subject:! Don’t leave any blank lines before the code in front
    of the code in the Content box.

  2. Create a scrip in your queue (Scrips | New scrip). Use
    “NotifyTeamNewTicket” for the description. Make the condition “On
    Create”. Make the Action “Notify Other Recipients”. Set the Template to
    “NotifyTeamNewTicket”. The Stage should be “TransactionCreate”. Leave the
    boxes under “User Defined conditions and actions” empty.

Try it out!

Good luck,
Gene

At 01:31 PM 8/13/2007, sebsua@gmail.com wrote:

We been looking to get RT to send an email to an specific email
address only when a ticket is created, and not adding it to CC,
AdminCC, etc.-

Basically this is to notify the Team when they are mobile.

Browsing the Wiki i notice a cpl of conditions that gets and email
address into CC, we only want to pull and email out and do not modify
that Ticket at all.

BTW we are not very used to RT Scripts…

Regards,
Seb.-

Gene LeDuc, GSEC
Security Analyst
San Diego State University