Emailing RT group on ticket creation only

Hi everyone,

I continue to be impressed with the help available on the rt-users list.
Thanks to all the RT gurus out there who share advice so freely.

The last major thing I’m trying to implement on my system is email
notification of certain groups of people. Basically, I want RT to send an
email to a certain RT group when a new ticket is created in a certain queue.
I realize that I could set this group up in the Cc or AdminCc fields, but it
looks like the people in those fields are notified of all changes to the
ticket. I want notification to go out only when the ticket is created.

Is a custom scrip the way to go on this? If so, can anyone offer a hint
about how to code it?

-Tim

Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103 fax: 952.988.4311 AIM: tis270

The last major thing I’m trying to implement on my system is email
notification of certain groups of people. Basically, I want RT to send an
email to a certain RT group when a new ticket is created in a certain queue.
I realize that I could set this group up in the Cc or AdminCc fields, but it
looks like the people in those fields are notified of all changes to the
ticket. I want notification to go out only when the ticket is created.

They’re only notified of all changes if you scrip it such that they
are. Do you mean to have both CCs and AdminCCs emailed on all changes?

seph

The last major thing I’m trying to implement on my system is email
notification of certain groups of people. Basically, I want RT to send an
email to a certain RT group when a new ticket is created in a certain queue.
I realize that I could set this group up in the Cc or AdminCc fields, but it
looks like the people in those fields are notified of all changes to the
ticket. I want notification to go out only when the ticket is created.

They’re only notified of all changes if you scrip it such that they
are. Do you mean to have both CCs and AdminCCs emailed on all changes?

seph

It appears to me that if I a Cc on a queue that they don’t get any emails,
and if I set an AdminCc on a queue that they get notified of everything that
happens to a ticket. I guess the ideal behavior, for me anyway, would be for
any users who are set as Cc on a particular queue to get an email on ticket
creation only.

-Tim

Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103 fax: 952.988.4311 AIM: tis270

Ran into the same dilema. What I ended up doing is changing the global on
create autoreply from ‘autoreply to requestors’ to ‘notify requestors and
cc’s’.

A.J.From: rt-users-bounces@lists.fsck.com
[mailto:rt-users-bounces@lists.fsck.com] On Behalf Of Tim Wilson
Sent: Monday, December 22, 2003 10:26 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Re: Emailing RT group on ticket creation only

The last major thing I’m trying to implement on my system is email
notification of certain groups of people. Basically, I want RT to send an
email to a certain RT group when a new ticket is created in a certain
queue.
I realize that I could set this group up in the Cc or AdminCc fields, but
it
looks like the people in those fields are notified of all changes to the
ticket. I want notification to go out only when the ticket is created.

They’re only notified of all changes if you scrip it such that they
are. Do you mean to have both CCs and AdminCCs emailed on all changes?

seph

It appears to me that if I a Cc on a queue that they don’t get any emails,
and if I set an AdminCc on a queue that they get notified of everything that
happens to a ticket. I guess the ideal behavior, for me anyway, would be for
any users who are set as Cc on a particular queue to get an email on ticket
creation only.

-Tim

Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103 fax: 952.988.4311 AIM: tis270

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