Email Updates

RT Users
1

Greetings,

First off i'm in love with RT.  It's stream lined and consolidated

my IT staff like crazy. I couldn’t think of anything better.

I do have a question though, is there a way for an email to be sent

out when a new ticket is created, updated, and/or put in my queue?

I looked around the WIKI and to no avail...

Thanks in advance!

-J

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com

2

Hi JJ;
Well you 'll even be more in love with RT, because the whole (well most
of) idea of RT is sending emailing notifications when tickets
created/updated/ and anything else …
You seem to be missing a big part (unless I misunderstood your request)?!
Look into scrips (Configuration -> Global -> Scrips) from the web
interface where you can set default or custom made conditions on when
emails are sent, and also set actions that can include whom should
receive emails etc

Regards;
Roy

JJ Asghar wrote:

3

Hey Roy,
Thanks for the heads up. If you havent noticed i’m a complete
n00b. below is what is in that “directory” what should i change/
install/whatever to get what i’m looking for done?

(no value)
On Correspond Open Tickets with template Blank

(no value)
On Owner Change Notify Owner with template Transaction

(no value)
On Create Autoreply To Requestors with template Autoreply

(no value)
On Create Notify AdminCcs with template Transaction

(no value)
On Correspond Notify AdminCcs with template Admin Correspondence

(no value)
On Correspond Notify Requestors and Ccs with template Correspondence

(no value)
On Correspond Notify Other Recipients with template Correspondence

(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment

(no value)
On Comment Notify Other Recipients as Comment with template
Correspondence

(no value)
On Resolve Notify Requestors with template Resolved

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.comOn Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote:

Hi JJ;
Well you 'll even be more in love with RT, because the whole (well
most of) idea of RT is sending emailing notifications when tickets
created/updated/ and anything else …
You seem to be missing a big part (unless I misunderstood your
request)?!
Look into scrips (Configuration → Global → Scrips) from the web
interface where you can set default or custom made conditions on
when emails are sent, and also set actions that can include whom
should receive emails etc

Regards;
Roy

JJ Asghar wrote:

Greetings,

First off i'm in love with RT.  It's stream lined and

consolidated my IT staff like crazy. I couldn’t think of anything
better.

I do have a question though, is there a way for an email to be

sent out when a new ticket is created, updated, and/or put in my
queue?
I looked around the WIKI and to no avail…

Thanks in advance!

-J

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com

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

4

JJ;
Before then i guess you have not up the mail gateway … take a look at
the README in your source files (the package where you installed RT from).
Also the wiki on how to set up RT, Sorry have n’t a browser to hand to
locate exact page …
But you need to be at a point where you can send an email to your rt
which creates a ticket then email you back an auto-responder
Roy
(btw you may also get info from /opt/rt3/bin/rt-mailgate)

JJ Asghar wrote:

5

Roy,
Opps sorry i forgot to say this… I have an working mail system, i
get the auto responses et al, it’s just i’d like the ability to get
an email when a new ticket is opened and or put in my queue.
I really stink at describing my problems in emails :P.

-J

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.comOn Mar 14, 2007, at 11:14 AM, Roy El-Hames wrote:

JJ;
Before then i guess you have not up the mail gateway … take a look
at the README in your source files (the package where you installed
RT from).
Also the wiki on how to set up RT, Sorry have n’t a browser to hand
to locate exact page …
But you need to be at a point where you can send an email to your
rt which creates a ticket then email you back an auto-responder
Roy
(btw you may also get info from /opt/rt3/bin/rt-mailgate)

JJ Asghar wrote:

Hey Roy,
Thanks for the heads up. If you havent noticed i’m a complete
n00b. below is what is in that “directory” what should i change/
install/whatever to get what i’m looking for done?

(no value)
On Correspond Open Tickets with template Blank

(no value)
On Owner Change Notify Owner with template Transaction

(no value)
On Create Autoreply To Requestors with template Autoreply

(no value)
On Create Notify AdminCcs with template Transaction

(no value)
On Correspond Notify AdminCcs with template Admin Correspondence

(no value)
On Correspond Notify Requestors and Ccs with template Correspondence

(no value)
On Correspond Notify Other Recipients with template Correspondence

(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment

(no value)
On Comment Notify Other Recipients as Comment with template
Correspondence

(no value)
On Resolve Notify Requestors with template Resolved

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com

On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote:

Hi JJ;
Well you 'll even be more in love with RT, because the whole
(well most of) idea of RT is sending emailing notifications when
tickets created/updated/ and anything else …
You seem to be missing a big part (unless I misunderstood your
request)?!
Look into scrips (Configuration → Global → Scrips) from the web
interface where you can set default or custom made conditions on
when emails are sent, and also set actions that can include whom
should receive emails etc

Regards;
Roy

JJ Asghar wrote:

Greetings,

First off i'm in love with RT.  It's stream lined and

consolidated my IT staff like crazy. I couldn’t think of
anything better.

I do have a question though, is there a way for an email to

be sent out when a new ticket is created, updated, and/or put in
my queue?
I looked around the WIKI and to no avail…

Thanks in advance!

-J

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com

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

6

Ahh ok;
back to your (Configuration -> Global -> Scrips) , new scrip:
Condition: On Status Change
Action: Notify (Requester or Owner …you pick the role that should get
the email)
Template : The template of your choice AdminCorrepondence is a good one
Once you’ve done this I am pretty sure you 'll be able to figure out the
"put in my queue notification"
Good luck;
Roy

JJ Asghar wrote:

7

Make sure you have an AdminCC set on the queue.

JJ Asghar wrote:

Roy,
Opps sorry i forgot to say this… I have an working mail system, i
get the auto responses et al, it’s just i’d like the ability to get an
email when a new ticket is opened and or put in my queue.
I really stink at describing my problems in emails :P.

-J

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com mailto:jj@imagemicro.com

JJ;
Before then i guess you have not up the mail gateway … take a look
at the README in your source files (the package where you installed
RT from).
Also the wiki on how to set up RT, Sorry have n’t a browser to hand
to locate exact page …
But you need to be at a point where you can send an email to your rt
which creates a ticket then email you back an auto-responder
Roy
(btw you may also get info from /opt/rt3/bin/rt-mailgate)

JJ Asghar wrote:

Hey Roy,
Thanks for the heads up. If you havent noticed i’m a complete
n00b. below is what is in that “directory” what should i
change/install/whatever to get what i’m looking for done?

(no value)
On Correspond Open Tickets with template Blank

(no value)
On Owner Change Notify Owner with template Transaction

(no value)
On Create Autoreply To Requestors with template Autoreply

(no value)
On Create Notify AdminCcs with template Transaction

(no value)
On Correspond Notify AdminCcs with template Admin Correspondence

(no value)
On Correspond Notify Requestors and Ccs with template Correspondence

(no value)
On Correspond Notify Other Recipients with template Correspondence

(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment

(no value)
On Comment Notify Other Recipients as Comment with template
Correspondence

(no value)
On Resolve Notify Requestors with template Resolved

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com mailto:jj@imagemicro.com

Hi JJ;
Well you 'll even be more in love with RT, because the whole (well
most of) idea of RT is sending emailing notifications when tickets
created/updated/ and anything else …
You seem to be missing a big part (unless I misunderstood your
request)?!
Look into scrips (Configuration → Global → Scrips) from the web
interface where you can set default or custom made conditions on
when emails are sent, and also set actions that can include whom
should receive emails etc

Regards;
Roy

JJ Asghar wrote:

Greetings,

First off i'm in love with RT.  It's stream lined and

consolidated my IT staff like crazy. I couldn’t think of anything
better.

I do have a question though, is there a way for an email to be

sent out when a new ticket is created, updated, and/or put in my
queue?
I looked around the WIKI and to no avail…

Thanks in advance!

-J

Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: jj@imagemicro.com mailto:jj@imagemicro.com

The rt-users Archives

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

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

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

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

8

JJ,

Also, you can set up the notifications to initiate fr specific Queues

as well, instead of being global. That way, if you name a Queue-specific
scrip the same name as a global one, then the Queue-specific scrip
overrides and you can set that one up to use a special template, etc.
for that particular Queue, if you want.

Kenn
LBNL

Roy El-Hames wrote: