Email Notification

We are running RT 1.07 with a mysql backend & sendmail. I am very limited
in my knowledge, so please forgive any obvious ignorance. When a client
replies to a tkt, it updates RT just fine; however, is there a way to notify
the person assigned to that ticket. We have found several times that
clients have responded, but their response was overlooked for hours,
sometimes days because the individual assigned to the ticket never received
a notification of any sort. Has anybody found a way to incorporate this
type of notification? We are not able to monitor RT 7X24, so this is an
issue of great concern.

Todd Glasgow

Hello, i don’t know for RT1, but in RT2, you can set a rule like this:
OnTransaction NotifyOwner Transaction

With this rule, owner of the ticket receive a mail update everytime there is
a
transaction on the ticket (re-opened, closed etc…)

Steve Poirier
Inet Technologies Inc.
http://www.inet-technologies.comFrom: todd.glasgow@rlxtechnologies.com
To: rt-users@lists.fsck.com
Cc: rt-devel@lists.fsck.com
Sent: August 6, 2001 09:21
Subject: [rt-users] Email Notification

We are running RT 1.07 with a mysql backend & sendmail. I am very limited
in my knowledge, so please forgive any obvious ignorance. When a client
replies to a tkt, it updates RT just fine; however, is there a way to
notify
the person assigned to that ticket. We have found several times that
clients have responded, but their response was overlooked for hours,
sometimes days because the individual assigned to the ticket never
received
a notification of any sort. Has anybody found a way to incorporate this
type of notification? We are not able to monitor RT 7X24, so this is an
issue of great concern.

Todd Glasgow


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Hello Todd,
This question is for rt-users, not for rt-devel…
I don’t know RT 1.x, but in 2.x just have to add a “Scrip” with the
Condition “On correspond” and launching the Action “Notify Owner” with
the template (for example) “AdminCorrespondence”.
You can add scrips configuring the Queue, following the menus:

Configuration->Queues->(Select your Queue)->Scrips

Rafael-----Original Message-----
From: todd.glasgow@rlxtechnologies.com
[mailto:todd.glasgow@rlxtechnologies.com]
Sent: lundi, 6. août 2001 15:21
To: rt-users@lists.fsck.com
Cc: rt-devel@lists.fsck.com
Subject: [rt-devel] Email Notification

We are running RT 1.07 with a mysql backend & sendmail. I am very
limited in my knowledge, so please forgive any obvious ignorance. When
a client replies to a tkt, it updates RT just fine; however, is there a
way to notify the person assigned to that ticket. We have found several
times that clients have responded, but their response was overlooked for
hours, sometimes days because the individual assigned to the ticket
never received a notification of any sort. Has anybody found a way to
incorporate this type of notification? We are not able to monitor RT
7X24, so this is an issue of great concern.

Todd Glasgow

Rt-devel mailing list
Rt-devel@lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-devel

| I don’t know RT 1.x, but in 2.x just have to add a “Scrip” with the
±–>8

RT1 doesn’t support Scrips.

| a client replies to a tkt, it updates RT just fine; however, is there a
| way to notify the person assigned to that ticket. We have found several
±–>8

If you go into the administration GUI (/cgi-bin/admin-webrt.cgi) and select
the queue for modification, you’ll find several checkboxes for
notification. You want “notify owner on transaction”.

It’s also useful to set the ticket’s status to “stalled”, so it will
disappear from the queue (assuming you only select “open” tickets) until
it’s replied to, at which point it will automatically change back to "open"
and be displayed in the queue.

brandon s. allbery [os/2][linux][solaris][freebsd] allbery@kf8nh.apk.net
system administrator [JAPH][WAY too many hats] allbery@ece.cmu.edu
electrical and computer engineering KF8NH
carnegie mellon university [linux: proof of the million monkeys theory]