How can I get ANY ticket change to notify an Owner?
For example, while testing my RT site, I updated, as account X, the
priority of a ticket owned by account Y. Account Y did not get notified by
email the update of the priority.
Should it? If not, how can I make notifications for any change in the
ticket status, content, meta-data, etc?
-Matt
For what it’s worth:
All correspondence appears to be copied to the owner, even if the owner
makes the correspondence (because I have NotifyActor turned on).
However, many other changes do not notify the owner, including the priority
(noted below) and the due date (which I just now changed as a test with no
notification). So I’m looking to customize email updates to owners on any
ticket meta-data changes.
Thanks for any suggestions.
-Matt
At 8/21/2005 06:32 PM, Matt England wrote:
At 8/21/2005 06:41 PM, Patrick Morris wrote:
No, normally requesters aren’t notified of every change (which,
personally, I appreciate – I wouldn’t want to spam requesters with every
little change we make to their tickets).
Yes, I might like such restrictions in some
environments/situations/organizations; in others I will want all the
notifications.
However, you could send all those changes to them with some very simple
scrips. Most of the conditions and templates are already there for you.
Excellent.
Could someone possibly step me through these Scrip changes? I run a
startup business, and I’ve pretty much used up my RT-admin-time quota just
getting the server up and running–namely figuring out all of the
permissions management.
Now I’m looking to not have to spend myself a couple hours teaching myself
Scrip management.
I hope I’m not being inappropriate with proposal: I’ll paypal anyone $10
USD if they can step me through the Scrip management of setting up the
requirements for this scenario. (I’ve already bombed on my other attempt
at Scrip management for owner-setting-via-email stuff; check out my other
email thread.)
-Matt
No, normally requesters aren’t notified of every change (which,
personally, I appreciate – I wouldn’t want to spam requesters with
every little change we make to their tickets).
However, you could send all those changes to them with some very simple
scrips. Most of the conditions and templates are already there for you.
Matt England wrote:
It’s really pretty simple.
Go to Configuration->Global->Scrips->New Scrip
Condition: On Transaction
Action: Notify Requesters
Template: Global Template: Status Change
That should to it, if I’m not mistaken.
Matt England wrote:
Action: Notify Requesters
Does this mean that only Requesters get notified?
How does one notify Requesters and Owners with these changes?
How about every stakeholder involved with the Ticket, including Owner,
Request, Cc, AdminCC, etc?
Transaction would be better, but might need tweaking for all possible
changes. It doesn’t, by default, include Priority, amond others.
How do I do this tweaking?
I realize I’m asking a lot of questions…but I guess this relfects the
point that Scrip programming seems rather unintuitive.
-Matt
At 8/21/2005 08:02 PM, Patrick Morris wrote:
Matt England wrote:
Action: Notify Requesters
Does this mean that only Requesters get notified?
Yes. Well, and AdminCCs, under the default configuration.
How does one notify Requesters and Owners with these changes?
Two scrips would be the easy way.
How about every stakeholder involved with the Ticket, including Owner,
Request, Cc, AdminCC, etc?
Separate scrips would be easiest (and could be done just by flipping a
few drop-down boxes, rather than writing your own scrips).
Transaction would be better, but might need tweaking for all possible
changes. It doesn’t, by default, include Priority, among others.How do I do this tweaking?
Configuration->Global->Templates, then click the one you want to edit.
At 8/22/2005 01:56 PM, Patrick Morris wrote:
Separate scrips would be easiest (and could be done just by flipping a few
drop-down boxes, rather than writing your own scrips).
Which down-down boxes for what thing is rather unintuitive to me, as it
stands right now.
Scrip programming is a complete mystery to me at the moment. I’ve designed
a lot of complex software-based systems in my day (typically regarding
enterprise-data-storage systems), so I like to think I’m no complete dummy,
but I have to admit that administering RT was far harder then I anticipated.
However, I’m sticking with it, for it seems to be so simple and powerful
for users, and the admin complexity seems completely hidden from users,
which is the most-important part.
I just have to figure out this “Scrip” magic to get it working the way I
require. Back to reading the wiki when I can scrape together some free
time I guess.
Along with this: I’m bumping up my offer: $50 USD to whoever wants to
spend 20-30 minutes with me over the phone to help get me up to speed on
Scrips and a maybe a few other things.
-Matt
At 8/22/2005 01:56 PM, Patrick Morris wrote: