Notify "admincc" on ticket creation only?

Hi all,

We have some “adminccs” who aren’t really clued into the process,
but need to be notified when a ticket is initially created. Any ideas
how to best handle this? I don’t see anything [io]n the archives/wiki.

I know I could just add them as bcc’s to the template, but this seems
kind of hacki-ish, and is not an obvious place for another admin to
go tweak things in the future. Consequently, I’m considering adapting
the squelch code from Ticket/Update.html into a scrip to add these
users to the non_recipients list… But I’m not thrilled at the idea, and
then there’s the matter of what to invoke it. OnCreate would make the
most sense, but I don’t want to possible pre-empt the auto-response
delivery. So I’d have to settle for OnCorrespond, even though it’d get
triggered more than necessary, etc.

Cambridge Energy Alliance: Save money. Save the planet.

Make that one (un-answered) list archive entry:

http://www.gossamer-threads.com/lists/rt/users/12481?search_string=admincc%20once;#12481

And one thread related to a possible alternative of overriding
the global "On Correspond Notify Owner and AdminCc"
http://www.gossamer-threads.com/lists/rt/users/23562?search_string=override%20scrip;#23562

Cambridge Energy Alliance: Save money. Save the planet.

For anyone interested, here’s what I have so far, and it seems to work:
OnCreate, User Defined Action…

my $org = RT->Config->Get(‘Organization’)
foreach my $address ( grep {$_ !~ /@\Q$org\E/}
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){
$self->TicketObj->SquelchMailTo($address);
}

That will remove external AdminCcs post-auto-response.
Cambridge Energy Alliance: Save money. Save the planet.

For anyone interested, here’s what I have so far, and it seems to work:
OnCreate, User Defined Action…

my $org = RT->Config->Get(‘Organization’)
foreach my $address ( grep {$_ !~ /@\Q$org\E/}
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){
$self->TicketObj->SquelchMailTo($address);
}

That will remove external AdminCcs post-auto-response.

I’d just use rt-email-group-admin to set up an action that notifies a
group of people only on creation. It’ll complicate your rights a bit
if you’re trying to give these users rights on tickets based on being
admincc of course.

-kevin

I did something similar to that.

I have many queues, and I created 2 groups. One group administers some queues, and the other the rest.
When a ticket is created on a certain queue I needed to send a notification to all the members of the corresponding group. (The problem with using AdminCCs is that they will get all the correspondence afterwards - I just wanted to notify on creation).

So here’s what I did:

1 - I installed SendEmailAction
http://wiki.bestpractical.com/view/SendEmailAction

2 - I created a new Global Template for each of the groups:
Example for roup “staff-DPL”:
Name: Mail to staff-DPL
Desc:
Content: Code for version 3.8To: { my $GroupObj = RT::Group->new($user);
$GroupObj->LoadUserDefinedGroup(‘staff-DPL’);
$GroupObj->MemberEmailAddressesAsString()}
Subject: {$Ticket->Subject}

A new topic has been created in queue “{$Ticket->QueueObj->Name}”.

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

{$Transaction->Content()}

Content: Code for version 3.6
To: { my $derivedGroupName = “staff-DPL”;
my $GroupObj = RT::Group->new($RT::SystemUser);
$GroupObj->LoadUserDefinedGroup($derivedGroupName);
return undef unless $GroupObj;
$GroupObj->MemberEmailAddressesAsString()}
Subject: {$Ticket->Subject}

A new topic has been created in queue “{$Ticket->QueueObj->Name}”.

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

{$Transaction->Content()}

3 - The I created a specific scrip in each queue administered by “staff-DPL”:
Description: Mail to "staff-DPL"
Condition: On Create
Action: Send Email
Template: Mail to "staff-DPL"
Stage: Transaction Create

Is works fine to me.
This action (send email/send email to group) should be added to new releases.

Rui Meireles

Message: 7
Date: Thu, 24 Sep 2009 18:30:07 -0400
From: Jerrad Pierce jpierce@cambridgeenergyalliance.org
Subject: [rt-users] Notify “admincc” on ticket creation only?
To: rt Users RT-Users@lists.bestpractical.com
Message-ID:
be7163f0909241530x299dbc3brb254409c03a041ae@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

Hi all,

We have some “adminccs” who aren’t really clued into the process,
but need to be notified when a ticket is initially created. Any ideas
how to best handle this? I don’t see anything [io]n the archives/wiki.

I know I could just add them as bcc’s to the template, but this seems
kind of hacki-ish, and is not an obvious place for another admin to
go tweak things in the future. Consequently, I’m considering adapting
the squelch code from Ticket/Update.html into a scrip to add these
users to the non_recipients list… But I’m not thrilled at the idea, and
then there’s the matter of what to invoke it. OnCreate would make the
most sense, but I don’t want to possible pre-empt the auto-response
delivery. So I’d have to settle for OnCorrespond, even though it’d get
triggered more than necessary, etc.

Cambridge Energy Alliance: Save money. Save the planet.

Message: 8
Date: Thu, 24 Sep 2009 18:44:50 -0400
From: Jerrad Pierce jpierce@cambridgeenergyalliance.org
Subject: Re: [rt-users] Notify “admincc” on ticket creation only?
To: rt Users RT-Users@lists.bestpractical.com
Message-ID:
be7163f0909241544t232eeae5n6b446ef3d0c943e8@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

Make that one (un-answered) list archive entry:

http://www.gossamer-threads.com/lists/rt/users/12481?search_string=admincc%20once;#12481

And one thread related to a possible alternative of overriding
the global "On Correspond Notify Owner and AdminCc"
http://www.gossamer-threads.com/lists/rt/users/23562?search_string=override%20scrip;#23562

Cambridge Energy Alliance: Save money. Save the planet.

Message: 9
Date: Thu, 24 Sep 2009 19:06:12 -0400
From: Jerrad Pierce jpierce@cambridgeenergyalliance.org
Subject: Re: [rt-users] Notify “admincc” on ticket creation only?
To: rt Users RT-Users@lists.bestpractical.com
Message-ID:
be7163f0909241606q23d7802fle7126a6f8623fed7@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

For anyone interested, here’s what I have so far, and it seems to work:
OnCreate, User Defined Action…

my $org = RT->Config->Get(‘Organization’)
foreach my $address ( grep {$_ !~ /@\Q$org\E/}
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses ){
$self->TicketObj->SquelchMailTo($address);
}

That will remove external AdminCcs post-auto-response.
Cambridge Energy Alliance: Save money. Save the planet.

RT-Users mailing list
RT-Users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

End of RT-Users Digest, Vol 66, Issue 86