New Ticket In Queue Alerts

RT Users
1

First of all I am rather new to RT, so please forgive me if this is a
stupid question. I’ve been searching the wiki and experimenting with my
install for a couple hours now and have not come up with a working
solution yet.

My Goal:
I want to set up a queue that will create new tickets via e-mail and
reply to the requestor with an auto-responder (I have this part already
working). I have created a TechSupport group and added several members
to it, these users have full access to the queue. What I would like to
do next is when a new ticket is created is to send out a generic “There
is a new ticket” e-mail alert to all members of the TechSupport group.

It seems like it should be a rather straight-forward thing but I can’t
seem to get it to work. I’d appreciate if anybody can point me in the
right direction. Thanks.

–Chris

2

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Chris Allermann wrote:

First of all I am rather new to RT, so please forgive me if this is a
stupid question. I’ve been searching the wiki and experimenting with my
install for a couple hours now and have not come up with a working
solution yet.

My Goal:
I want to set up a queue that will create new tickets via e-mail and
reply to the requestor with an auto-responder (I have this part already
working). I have created a TechSupport group and added several members
to it, these users have full access to the queue. What I would like to
do next is when a new ticket is created is to send out a generic “There
is a new ticket” e-mail alert to all members of the TechSupport group.

It seems like it should be a rather straight-forward thing but I can’t
seem to get it to work. I’d appreciate if anybody can point me in the
right direction. Thanks.

–Chris

Chris,

I basically do this with RT-3.6.1.

I have my group assigned to the queue as an AdminCC and then I have a
global scrip that’s condition is “On Create” and the action is “Notify
AdminCcs”

definte your template as necessary and it should work no problem.

(this is defined in Configuration > Global > Scrips)

you can also define per-queue scrips in Configuration > Queues >
[queue_name] > Scrips

hope this helps,

Alan
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3

I took this one step further and checked to make sure no owner had been
defined first so new condition of:

[root@tickets ~]# cat /opt/rt3/local/lib/RT/Condition/NewNoOwner.pm

Test to see if incoming tickets have no owner set

By jmccoy on and around July 2006

package RT::Condition::NewNoOwner;

Bring in setting from RT::Condition::Generic

require RT::Condition::Generic;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
my $self = shift;
#$RT::Logger->debug('Testing owner on ticket of '.
$self->TicketObj->Subject .'with owner of '.$self->TicketObj->Owner);

Nobody is ID 10 on our system

return 0 unless $self->TicketObj->Owner =~ /^10$/i;
$RT::Logger->debug(‘Detected Ticket with no owner notifing group’);
return 1;
}

eval “require RT::Condition::NewNoOwner_Vendor”;
die $@ if ($@ && $@ !~ qr{^Can’t locate RT/Condition/NewNoOwner_Vendor.pm});
eval “require RT::Condition::NewNoOwner_Local”;
die $@ if ($@ && $@ !~ qr{^Can’t locate RT/Condition/NewNoOwner_Local.pm});

1;

Action: Notify Other Recipients

Template: (Note: you could add code to extract members of the queue but
I set up aliases for finer control)From: tickets@tickets.ggu.edu
To: admin@ggu.edu
Subject: New Ticket in Infra Queue: {$Ticket->Subject}

There is a new ticket that needs attention:

{ $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }

Original Email Contents:

{ $Transaction->Content() }

Stage: TransactionCreate

Chris Allermann wrote:

First of all I am rather new to RT, so please forgive me if this is a
stupid question. I’ve been searching the wiki and experimenting with
my install for a couple hours now and have not come up with a working
solution yet.

My Goal:
I want to set up a queue that will create new tickets via e-mail and
reply to the requestor with an auto-responder (I have this part
already working). I have created a TechSupport group and added
several members to it, these users have full access to the queue.
What I would like to do next is when a new ticket is created is to
send out a generic “There is a new ticket” e-mail alert to all members
of the TechSupport group.

It seems like it should be a rather straight-forward thing but I can’t
seem to get it to work. I’d appreciate if anybody can point me in the
right direction. Thanks.

–Chris

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John McCoy, Jr
Sr. Systems and Network Administrator
Enterprise Technology Services
Golden Gate University
415-442-6560

4

At Wednesday 8/30/2006 01:07 PM, John McCoy wrote:

I took this one step further and checked to make sure no owner had
been defined first

Nobody is ID 10 on our system

return 0 unless $self->TicketObj->Owner =~ /^10$/i;

[ Isn’t "=~ /^10$/i " a complicated way of writing “== 10” ? ]

If you don’t like hard-coding the Id for Nobody, you can also do this
comparison:

return 0 unless $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id;

Steve