Issues with AdminCCs

Greetings,

I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to another
machine at the same time.

On the old machine I had everyone in the support department set to
AdminCC’s for the queue. With the move we decided to change it, and I
set up a notification scrip instead. Today my boss wanted the AdminCC’s
reinstated, so I went to Watchers on the queue and added some support
staff as AdminCCs to the queue.

When a new ticket gets created it notifies them correctly, however in
the Web UI under the Ticket’s People tab I can only see the Requestor,
not the AdminCCs.

Any help resolving this would be appreciated.

Thanks :slight_smile:

Braam van Heerden

Some more information I gathered after playing with a ticket a bit

  1. If I manually add an AdminCC or CC it shows in the web interface
  2. If I reply to a ticket, the AdminCC’s does not get notified

It seems the system notifies everyone that is AdminCCs when a ticket
gets created, then forgets about them.

If I use the query from
http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the
Requestor and Owner info back.

Thanks :slight_smile:

Braam van Heerden

Hi Braam,

From what I’ve observed, the folks listed on the people tab of a ticket
seem to be “ticket” adminccs and ccs, not “queue” watchers. Although both
ticket and queue watchers should get all of the appropriate correspondence,
within the ticket you only see those who are specific to that ticket.

Regards,
Gene

At 01:06 AM 1/9/2008, Braam van Heerden wrote:

Some more information I gathered after playing with a ticket a bit

  1. If I manually add an AdminCC or CC it shows in the web interface
  2. If I reply to a ticket, the AdminCC’s does not get notified

It seems the system notifies everyone that is AdminCCs when a ticket
gets created, then forgets about them.

If I use the query from
http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the
Requestor and Owner info back.

Thanks :slight_smile:

Braam van Heerden

-----Original Message-----
From: Braam van Heerden (Conversant Systems)
Sent: 09 January 2008 10:50 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Issues with AdminCCs

Greetings,

I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to
another machine at the same time.

On the old machine I had everyone in the support department
set to AdminCC’s for the queue. With the move we decided to
change it, and I set up a notification scrip instead. Today
my boss wanted the AdminCC’s reinstated, so I went to
Watchers on the queue and added some support staff as
AdminCCs to the queue.

When a new ticket gets created it notifies them correctly,
however in the Web UI under the Ticket’s People tab I can
only see the Requestor, not the AdminCCs.

Any help resolving this would be appreciated.

Thanks :slight_smile:

Braam van Heerden


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

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up to 20 percent off the price. This sale won’t last long, so get in touch
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Gene LeDuc, GSEC
Security Analyst
San Diego State University

Hi Braam,

I agree with Gene on this with an addition, if there is NO notification 

scrip for “Other” for whatever action, then those “AdminCc’s” on the
ticket won’t get anything.

Kenn
LBNLOn 1/9/2008 8:26 AM, Gene LeDuc wrote:

Hi Braam,

From what I’ve observed, the folks listed on the people tab of a ticket
seem to be “ticket” adminccs and ccs, not “queue” watchers. Although
both ticket and queue watchers should get all of the appropriate
correspondence, within the ticket you only see those who are specific to
that ticket.

Regards,
Gene

At 01:06 AM 1/9/2008, Braam van Heerden wrote:

Some more information I gathered after playing with a ticket a bit

  1. If I manually add an AdminCC or CC it shows in the web interface
  2. If I reply to a ticket, the AdminCC’s does not get notified

It seems the system notifies everyone that is AdminCCs when a ticket
gets created, then forgets about them.

If I use the query from
http://wiki.bestpractical.com/view/GetWatcherInfoByTicket I get only the
Requestor and Owner info back.

Thanks :slight_smile:

Braam van Heerden

-----Original Message-----
From: Braam van Heerden (Conversant Systems)
Sent: 09 January 2008 10:50 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Issues with AdminCCs

Greetings,

I recently upgraded my RT from 3.4.5 to 3.6.5 and moved it to
another machine at the same time.

On the old machine I had everyone in the support department
set to AdminCC’s for the queue. With the move we decided to
change it, and I set up a notification scrip instead. Today
my boss wanted the AdminCC’s reinstated, so I went to
Watchers on the queue and added some support staff as
AdminCCs to the queue.

When a new ticket gets created it notifies them correctly,
however in the Web UI under the Ticket’s People tab I can
only see the Requestor, not the AdminCCs.

Any help resolving this would be appreciated.

Thanks :slight_smile:

Braam van Heerden


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


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