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.
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,