New Ticket Notifications - send only based on requester's email address

RT Users
1

Hi,

Similar to a recent ‘Big Cheese’ question, I have a need to send out
notifications based on email addresses, although somewhat different - I hope
someone can help.

I need to Send a notification email to a group of RT users, when a ticket is
created/raised into a specific RT queue, where the requesters email address
is NOT @aspecificdomian.com.

There’s a lot of tickets raised into this queue from internal staff and I
need to only be notified when a ticket is raised from an external source
(ie, not from a staff member with our domain name in their email address).

There’s obviously standard scripts to send notifications for new tickets
into a queue, it’s the ‘not from a specific domain’ that I need help with.

I’m not SQL savvy, so any script advice may need to be spoon fed to me.

Many thanks for your time to read and process.

Jon.

View this message in context: http://requesttracker.8502.n7.nabble.com/New-Ticket-Notifications-send-only-based-on-requester-s-email-address-tp56950.html

2

I need to Send a notification email to a group of RT users, when a ticket is
created/raised into a specific RT queue, where the requesters email address
is NOT @aspecificdomian.com.

You can use
http://bestpractical.com/docs/rt/latest/rt-email-group-admin.html
to create an action that specifically emails a group you control with
the custom template you provide and then you just need a user defined
condition that checks that
$self->TransactionObj->Type eq ‘Create’
and that
$self->TicketObj->RequestorAddresses
http://bestpractical.com/docs/rt/latest/RT/Ticket.html#RequestorAddresses
returns users who don’t match your problem domain.

You could also just simplify your life and make a new queue and have
your mail admins route mail from anything not in that domain into the
other queue. Then the RT part becomes just On Create Notify Group
with no code.

-kevin