Notify CC Only Scrip?

Runniung RT-2.0.14

I need to setup a queue to notify a pager when tickets get submitted.

I also want to use smaller text templates (since delivery to pagers is
billed by the character)

So, rather than include the whole text etc… I just have something like :Subject: Ticket # XYZ opened

for the OnCreate condition, and

Subject: Ticket # XYZ updated

For the OnCorrespond condition

To do this I’ve setup the pager as a Cc: for that queue, and I’ve added a
couple of scrips for that queue :

OnCorrespond NotifyRequestors with template Correspondence
OnCorrespond NotifyAllWatchers with template pagercorrespond
OnCreate NotifyAllWatchers with template pagersubmit

And I deleted from the global scrips the
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

The thing is, I’m confused as to whether Requestors are a subset of
Watchers. The documentation suggests so, and since in my case I don’t
want to send to requestors when sending to Ccs, I need to have an
additional scrip action, something like :

NotifyCcsOnly

There doesn’t seem to be anything like this by default.

How would I go about creating a new scrip action like this ? Has anyone
done anything similar ?

Cheers,

Al

Alan,
I’m not sure about RT2, but in rt3, when you open up the ticket
and look at the watchers, the requestors and the queue watchers are
listed in the people area and the reply area. So you script would have
to just respond as you said to cc’s only

Michael-----Original Message-----
From: Alan Horn [mailto:ahorn@deorth.org]
Posted At: Friday, September 05, 2003 8:38 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: [rt-users] Notify CC Only Scrip ?

Runniung RT-2.0.14

I need to setup a queue to notify a pager when tickets get submitted.

I also want to use smaller text templates (since delivery to pagers is
billed by the character)

So, rather than include the whole text etc… I just have something like
:

Subject: Ticket # XYZ opened

for the OnCreate condition, and

Subject: Ticket # XYZ updated

For the OnCorrespond condition

To do this I’ve setup the pager as a Cc: for that queue, and I’ve added
a
couple of scrips for that queue :

OnCorrespond NotifyRequestors with template Correspondence
OnCorrespond NotifyAllWatchers with template pagercorrespond
OnCreate NotifyAllWatchers with template pagersubmit

And I deleted from the global scrips the
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

The thing is, I’m confused as to whether Requestors are a subset of
Watchers. The documentation suggests so, and since in my case I don’t
want to send to requestors when sending to Ccs, I need to have an
additional scrip action, something like :

NotifyCcsOnly

There doesn’t seem to be anything like this by default.

How would I go about creating a new scrip action like this ? Has anyone
done anything similar ?

Cheers,

Al

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Create your queue as you normally would, select templates and create one
called OnCreateSmall
In the content section add Subject: AutoReply: {$Ticket->Subject}
Then submit that
Next go to scrips and create one called OnCreateSmallNotify
Condition = OnCreate
Action = NotifyAdminCCOnly
Template= OnCreateSmall

Then go to watchers for that queue and add that pager e-mail addres to
admincc’s

Then you can create scrips to notify other users as needed

That should do what you need

MichaelFrom: Alan Horn [mailto:ahorn@deorth.org]
Posted At: Friday, September 05, 2003 9:26 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: RE: [rt-users] Notify CC Only Scrip ?

I thought that might be the case…

So how does one go about writing such an addition ?

I’m going to the training in Novemer, but until then I’m sort of on my
own
on this :slight_smile:

They can be just cc’s as long the scrip condition has the option
notifycc only.

MichaelFrom: Alan Horn [mailto:ahorn@deorth.org]
Posted At: Friday, September 05, 2003 9:45 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: RE: [rt-users] Notify CC Only Scrip ?

I don’t want these users to be adminccs though do I ? They are only
external pager addresses with no access to edit tickets…

Date: Fri, 5 Sep 2003 21:43:28 -0400
From: RT RT@InterCept.Net
To: Alan Horn ahorn@deorth.org
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Notify CC Only Scrip ?

Create your queue as you normally would, select templates and create
one
called OnCreateSmall
In the content section add Subject: AutoReply: {$Ticket->Subject}
Then submit that
Next go to scrips and create one called OnCreateSmallNotify
Condition = OnCreate
Action = NotifyAdminCCOnly
Template= OnCreateSmall

Then go to watchers for that queue and add that pager e-mail addres to
admincc’s

Then you can create scrips to notify other users as needed

That should do what you need

Michael

-----Original Message-----
From: Alan Horn [mailto:ahorn@deorth.org]
Posted At: Friday, September 05, 2003 9:26 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: RE: [rt-users] Notify CC Only Scrip ?

I thought that might be the case…

So how does one go about writing such an addition ?

I’m going to the training in Novemer, but until then I’m sort of on my
own
on this :slight_smile:

Date: Fri, 5 Sep 2003 21:22:36 -0400
From: RT RT@InterCept.Net
To: Alan Horn ahorn@deorth.org
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Notify CC Only Scrip ?

Alan,
I’m not sure about RT2, but in rt3, when you open up the ticket
and look at the watchers, the requestors and the queue watchers are
listed in the people area and the reply area. So you script would have
to just respond as you said to cc’s only

Michael

-----Original Message-----
From: Alan Horn [mailto:ahorn@deorth.org]
Posted At: Friday, September 05, 2003 8:38 PM
Posted To: RT
Conversation: [rt-users] Notify CC Only Scrip ?
Subject: [rt-users] Notify CC Only Scrip ?

Runniung RT-2.0.14

I need to setup a queue to notify a pager when tickets get submitted.

I also want to use smaller text templates (since delivery to pagers is
billed by the character)

So, rather than include the whole text etc… I just have something
like
:

Subject: Ticket # XYZ opened

for the OnCreate condition, and

Subject: Ticket # XYZ updated

For the OnCorrespond condition

To do this I’ve setup the pager as a Cc: for that queue, and I’ve
added
a
couple of scrips for that queue :

OnCorrespond NotifyRequestors with template Correspondence
OnCorrespond NotifyAllWatchers with template pagercorrespond
OnCreate NotifyAllWatchers with template pagersubmit

And I deleted from the global scrips the
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

The thing is, I’m confused as to whether Requestors are a subset of
Watchers. The documentation suggests so, and since in my case I don’t
want to send to requestors when sending to Ccs, I need to have an
additional scrip action, something like :

NotifyCcsOnly

There doesn’t seem to be anything like this by default.

How would I go about creating a new scrip action like this ? Has
anyone
done anything similar ?

Cheers,

Al


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm