How to notify my "queue" group that a new ticket is created

RT Users
1

Hi,

I have created a queue “Operations” and a group called “Operations
group”, and assigned all available queue rights to that group. This
works in the sense that when the “operations” user logs in, they can see
the available ticket.

However I would like them to be notified that there is a new ticket, but
that is not happening.

Which right should I set, or do I need to add them to the watchers list?

Thanks,

T

2

Hi Tom,
RT is mostly web-based these days so users assigned to a queue are expected to notice the new tickets via the “newest unowned tickets” display on their RT homepage. The easiest way for them to be emailed about new tickets is for them to be watchers on that queue, but they will then receive all emails sent to the queue. (Not just new tickets).

I suspect you could also write some clever little scrips to send out emails just when new Tickets are created, but I’m not sure of the details.
Christopher-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Tom H
Sent: Tuesday, December 11, 2007 12:47 PM
To: RT Users
Subject: [rt-users] how to notify my “queue” group that a new ticket is created

Hi,

I have created a queue “Operations” and a group called “Operations
group”, and assigned all available queue rights to that group. This
works in the sense that when the “operations” user logs in, they can see
the available ticket.

However I would like them to be notified that there is a new ticket, but
that is not happening.

Which right should I set, or do I need to add them to the watchers list?

Thanks,

T
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3

Hi Tom,
We have something simple set up for this exact purpose.

We created a new template:

CC: <my group’s distribution list here or you can add them one address
per line at a time, just prefix the address with CC:>
RT-Attach-Message: yes

A new ticket has been created.

Ticket #{$Ticket->id()}
Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}

Description:
{ $Ticket->Transactions->First->Content; }

And the scrip to run it:

Condition: On Create
Action: Notify Other Recipients
Template:

Hope that helps :slight_smile:

Helmuth-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Tom H
Sent: Monday, December 10, 2007 8:47 PM
To: RT Users
Subject: [rt-users] how to notify my “queue” group that a new ticket
iscreated

Hi,

I have created a queue “Operations” and a group called “Operations
group”, and assigned all available queue rights to that group. This
works in the sense that when the “operations” user logs in, they can see
the available ticket.

However I would like them to be notified that there is a new ticket, but
that is not happening.

Which right should I set, or do I need to add them to the watchers list?

Thanks,

T
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

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