Limit Notifications on one Queue but Tickets traveling to another, more verbose Queues

RT Users
1

Hi, I wonder if this is achievable:

I’ve got RT instance with 50+ queues with mostly default notify schema
(ticket created, queue changed, owner changed, ticket resolved, taken
by, given to, etc.). This works great and users submiting tickets know
what is going on q their requests. However this 50 queues are company
inside queues, and only employees are using it.

Now there is a need for one queue for outside customers. For example if
one want to complain then sends ticket to Complain Queue and should
recive confirmation that ticket is created. Then employee who reads
ticket from this queue gives it to lets say Warehouse Queue. Normally on
this stage Requestor is getting notify that queue has changed, but if
queue chaned from Complain queue there should not be this notification.
Also if someone is taking ticket or giving to another Owner no notify as
well should be send (if ticket is from Complain Queue). Further more, if
Warehouse decided that this is not theirs case, and gives this ticket to
Production Queue, there shouldn’t be notify on queue or user change. And
for the final step, if ticket is resolved, customer should have notify
with explanation.

BM

2

Normally on this stage Requestor is getting notify that queue has
changed, but if queue chaned from Complain queue there should not be
this notification. Also if someone is taking ticket or giving to
another Owner no notify as well should be send (if ticket is from
Complain Queue). Further more, if Warehouse decided that this is not
theirs case, and gives this ticket to Production Queue, there
shouldn’t be notify on queue or user change. And for the final step,
if ticket is resolved, customer should have notify with explanation.

You don’t give your RT version and the answers vary based on that.

You’ve also got a number of non-standard Scrips (On Queue Change
Notify Requestor, etc). You would need to tell us more about them and
their globalness in order to comment.

-kevin

3

W dniu 2014-03-05 17:49, Kevin Falcone pisze:> On Wed, Mar 05, 2014 at 05:20:20PM +0100, Bartosz Maciejewski wrote:

Normally on this stage Requestor is getting notify that queue has
changed, but if queue chaned from Complain queue there should not be
this notification. Also if someone is taking ticket or giving to
another Owner no notify as well should be send (if ticket is from
Complain Queue). Further more, if Warehouse decided that this is not
theirs case, and gives this ticket to Production Queue, there
shouldn’t be notify on queue or user change. And for the final step,
if ticket is resolved, customer should have notify with explanation.
You don’t give your RT version and the answers vary based on that.

You’ve also got a number of non-standard Scrips (On Queue Change
Notify Requestor, etc). You would need to tell us more about them and
their globalness in order to comment.

-kevin
Ah yes, RT is 4.0.10

Scrips are Global and are as follows:

  1. On Comment Notify AdminCcs as Comment
  2. On Commen Notify Other Recipients as Comment
  3. On Correspond Notify AdminCCs
  4. On Correspond Notify Other Recipients
  5. On Correspond Notify Requestors and CCs
  6. On Correspond Open Tickets
  7. On Create Autoreply to Requestors
  8. On Create Notify AdminCCs
  9. On Owner Change Notify Owner
  10. On Resolve Notify Requestors
  11. On transaction, add any tags in the transaction’s subject to the
    ticket’s subjects

I think theese are in base installation of RT.

Also have two custom global scrips:

  1. “On first correspond set owner to corresponder” (prevent resolved
    tickets by nobody)
  2. “On Owner change notify Owner, Requestors, CCs and AdminCCs” (now I
    see its duplicate with addidtional actors to #9, I will combine this
    into one :slight_smile:

BM

4

Hi, this is possible.

From what you are trying to accomplish all you should have to do is change
the notification scrip to use a user defined condition then use something
similar to the below for the condition.

#–begin condition–

if (($self->TransactionObj->Type eq “Set”) and
($self->TransactionObj->Field eq “Queue”) and
$self->TransactionObj->OldValue ne 3) {
return(1);
} else {
return(undef);
}

#–end condition–

This will send the notification out for a change from any queue except the
queue ID you specify. In my example the id is 3. Make sure to change the 3
to whatever id your Complain queue uses.

View this message in context: http://requesttracker.8502.n7.nabble.com/Limit-Notifications-on-one-Queue-but-Tickets-traveling-to-another-more-verbose-Queues-tp56870p56912.html