Notify AdminCCs if not new ticket?

RT Users
1

Hi, all.

Sorry if this is a blindingly obvious question, but I’ve been pouring through the Actions for a little while now, and it’s eluding me. This is with RT2, 2.0.2test3.

With a Scrip:
OnCreate NotifyAdminCcs with template Correspondence

Is it possible to restrict the delivery of mail to the AdminCCs if the ticket has been created through the WebUI with an initial status of “open” rather than new? Without creating an entirely new action?

We have techs who add items to the same queue that email ticket requests come into, and it’s causing quite the little mail flurry …

Anyways … Before reinventing the rhombus, I thought I’d ask. :slight_smile: Thanks!
-Steve.

Steve Nolan
Vancouver Island Regional Library
Systems Support Services

2

In rt2/lib/RT/Notify.pm, at the part where it says checks for AdminCC, wrap the push bits with

unless ({$self->TicketObj->Status} eq ‘open’) {

}

Let me know if it works.

-Feargal.On Thu, 26 Jul 2001 13:38:37 -0700 “Steve Nolan” snolan@virl.bc.ca wrote:

Hi, all.

Sorry if this is a blindingly obvious question, but I’ve been pouring through the Actions for a little while now, and it’s eluding me. This is with RT2, 2.0.2test3.

With a Scrip:
OnCreate NotifyAdminCcs with template Correspondence

Is it possible to restrict the delivery of mail to the AdminCCs if the ticket has been created through the WebUI with an initial status of “open” rather than new? Without creating an entirely new action?

We have techs who add items to the same queue that email ticket requests come into, and it’s causing quite the little mail flurry …

Anyways … Before reinventing the rhombus, I thought I’d ask. :slight_smile: Thanks!
-Steve.

Steve Nolan
Vancouver Island Regional Library
Systems Support Services

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Feargal Reilly,
Systems Administrator,
The CIA.