Hi all,
I’m currently implementing RT in our department at work and I
currently have the sysadmin team as AdminCc’s for all relevant queues.
However, some members of the team do not want to be notified of
correspondence or comments for tickets which they do not own - but
still want notifications about new (unowned) tickets.
So I changed the default ‘On Correspondence Notify AdminCcs’ and ‘On
Comment Notify AdminCcs’ scripts to disable them. Unfortunately, this
means that if in future we want to have a ticket co-owned by two
people we can do that, however they won’t receive any notifications
via email.
I realise that this is probably a strange edge case, part of the
reason for emailing the list was primarily to get some advice on
whether anyone had come across this issue before and how they solved
it in a sensible way.
Thanks,
-Jamie L. Penman-Smithson jpenman.smithson@gmail.com
Jamie,
This can be set up. Create a new Notification script the Notifies
Owner on whatever and that will take care of them getting email on the
tickets they own. However, you mentioned something about co-owned
tickets. TO my knowledge, RT allows only 1 user to be a ticket owner.
That data is in the ticket field, it is not a “MemberOf” data type. On
the other hand, if these support people are also the requestors, then
that you can do, as you have have many requestors on a ticket. In that
case, set up your notifications for the requestor on whatever. You will
have to decide how the tickets in a Queue are controlled. You may need
to create a new group for 1 Queue and another for another Queue with the
members that are working on the ticket and set up some notifications for
them. I do not know how your change control is set up. Hope this helps.
Kenn
LBNLOn 5/12/2009 4:13 AM, Jamie Penman-Smithson wrote:
Hi all,
I’m currently implementing RT in our department at work and I
currently have the sysadmin team as AdminCc’s for all relevant queues.
However, some members of the team do not want to be notified of
correspondence or comments for tickets which they do not own - but
still want notifications about new (unowned) tickets.
So I changed the default ‘On Correspondence Notify AdminCcs’ and ‘On
Comment Notify AdminCcs’ scripts to disable them. Unfortunately, this
means that if in future we want to have a ticket co-owned by two
people we can do that, however they won’t receive any notifications
via email.
I realise that this is probably a strange edge case, part of the
reason for emailing the list was primarily to get some advice on
whether anyone had come across this issue before and how they solved
it in a sensible way.
Thanks,