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.
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.
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).
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.
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.