Notify all possible workers a ticket is available

RT Users
1

If I want to notify all potential workers in a queue a new ticket is
available, would Notify Other Recipients be what I’m looking for? The
manager of the service department wants the following behavior: If a
ticket is created and not assigned to a user, then all possible users
that could take the ticket should receive an email a ticket is waiting.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc@qvii.com
“Thank you for helping us help you help us all.”
–For email related issues, please contact postmaster@qvii.com

2

**
If I want to notify all potential workers in a queue a new ticket is
available, would Notify Other Recipients be what I’m looking for? The
manager of the service department wants the following behavior: If a ticket
is created and not assigned to a user, then all possible users that could
take the ticket should receive an email a ticket is waiting.

Take a look at lib/RT/Action/NotifyGroup.pm that shows how to subclass
Notify.pm, you should do the same, but probably it would be named
NotifyPotentialOwners.pm.

Take a look at share/html/Elements/SelectOwnerDropdown to understand how to
get list of potential owners of a ticket.

Combine together, register ScripAction in DB, use it in a notification
scrip, share with others.

Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
sjc@qvii.com
“Thank you for helping us help you help us all.”
–For email related issues, please contact postmaster@qvii.com

–
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Best regards, Ruslan.

3

I also came across this plug-in:

Notification Matrix -

It says it is for RT 3.8, so I’m not sure how well it will (if it even)
work with RT 4.0.13

Would that be something I could use?

4

I also came across this plug-in:

Notification Matrix -
GitHub - bestpractical/rt-extension-notificationmatrix

It says it is for RT 3.8, so I’m not sure how well it will (if it even)
work with RT 4.0.13

It wouldn’t work on 4.0, and I wouldn’t recommend trying to use it on
3.8 either.

Ian Norton’s NotifyOwner extension may work on 4.0 and has a bunch of
useful actions such as ‘Notify possible owners’ (people with OwnTicket).
Unfortunately, it hasn’t been released recently so I’m not sure if there
might be some tweaks needed to install on 4.0.

-kevin