Dear RT Users,
We’ve got RT 3.8.3 and we’re wondering if it is possible to
differentiate between emails received as a queue watcher versus emails
received as a ticket owner. Right now, there’s nothing I can see in
the email headers (or message) that I can filter on.
Does anyone have any suggestions?
Thanks in advance,
Dominic Lepiane
Network Administrator
Point Grey Research
“You’ve got to take the bitter with the sour.”
Dominic,
There are two different Queue watchers, as you know; AdminCc and Cc.
This allows you to create notification scrips for the two different
groups of users in that capacity. There are also Requestors, where there
can be more than 1 per ticket, and Owners, where there is ONLY 1 per
ticket. These two roles can ALSO get notification scrips directed just
for them (Notify Owner, Notify Requestors). All these destination
options are available when creating a scrip under “Actions”. You will
see different roles and combination of roles you can select from for
your notification scrip. Hope this helps.
Kenn
LBNLOn 6/24/2009 2:57 PM, Dominic Lepiane wrote:
Dear RT Users,
We’ve got RT 3.8.3 and we’re wondering if it is possible to
differentiate between emails received as a queue watcher versus emails
received as a ticket owner. Right now, there’s nothing I can see in
the email headers (or message) that I can filter on.
Does anyone have any suggestions?
Thanks in advance,
Dominic;
Your best option (as far as I know) is to create a new template for the
owner related scrips and then modify the subject line to suggest its for
the owner.
Regards;
Roy
Dominic Lepiane wrote:
There should be an RT-Owner header. I use a procmail rule to grab
messages with my ID in that header and deliver to a special folder. The
one issue with this is that change-owner notifications do not seem to
have this header, so the filter doesn’t catch those, but one could
easily create another filter for this, I just haven’t had the time.
Raed El-Hames wrote:
Dominic;
Your best option (as far as I know) is to create a new template for the
owner related scrips and then modify the subject line to suggest its for
the owner.
Regards;
Roy
Dominic Lepiane wrote:
Dear RT Users,
We’ve got RT 3.8.3 and we’re wondering if it is possible to
differentiate between emails received as a queue watcher versus emails
received as a ticket owner. Right now, there’s nothing I can see in
the email headers (or message) that I can filter on.
Does anyone have any suggestions?
Thanks in advance,
The rt-users Archives
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Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311
Do I have to add the RT-Owner header to a template? I’m not seeing it
in my messages right now.
Thanks,
Matthew Isaacs wrote:
Right, sorry. I forgot that we added this by modifying the templates:
RT-Owner: {$Ticket->OwnerObj->Name}
Should do the trick. Replace ‘RT-Owner’ with whatever you would like
the mail header to be.
Dominic Lepiane wrote:
Do I have to add the RT-Owner header to a template? I’m not seeing it
in my messages right now.
Thanks,
Matthew Isaacs wrote:
There should be an RT-Owner header. I use a procmail rule to grab
messages with my ID in that header and deliver to a special folder. The
one issue with this is that change-owner notifications do not seem to
have this header, so the filter doesn’t catch those, but one could
easily create another filter for this, I just haven’t had the time.
Raed El-Hames wrote:
Dominic;
Your best option (as far as I know) is to create a new template for the
owner related scrips and then modify the subject line to suggest its for
the owner.
Regards;
Roy
Dominic Lepiane wrote:
Dear RT Users,
We’ve got RT 3.8.3 and we’re wondering if it is possible to
differentiate between emails received as a queue watcher versus emails
received as a ticket owner. Right now, there’s nothing I can see in
the email headers (or message) that I can filter on.
Does anyone have any suggestions?
Thanks in advance,
Matthew Isaacs
Systems Engineer
Wolfram Research, Inc.
1-217-398-0700 x3311