Notify Group when un-owned ticket is created

I would like to notify the members of a particular group when a ticket is
created (via email or the guy) without an owner already assigned.

Sadly, I have no idea how to go about this. Is there a section on the
wiki that deals with stuff like this?

Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe

write custom condition "on create and has no owner"
for action use:
http://search.cpan.org/~ruz/RT-Action-NotifyGroupOn 6/16/06, Jason Marshall jasonm@kelman.com wrote:

I would like to notify the members of a particular group when a ticket is
created (via email or the guy) without an owner already assigned.

Sadly, I have no idea how to go about this. Is there a section on the
wiki that deals with stuff like this?


Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe


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Community help: http://wiki.bestpractical.com
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Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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Best regards, Ruslan.

Ruslan provided this information to me about a month ago. I’m a complete
newbie when it comes to RT – I’ve set it up, but have never tried to make
it do anything doesn’t do out-of-the-box.

As you can see, I need to make it do something different now, and I’m
afraid I’m completely lost. I’ve stumbled around all day, and this is
what I’ve come up with. Please correct me if I’m wrong.

I’ve created a new Scrip and named it NewTicketNoOwner. The condition is
"On Create", the action is “User Defined”, the template is "Global
Template == Correspondence.

The custom condition I’ve got set to:

return undef unless ($self->TransactionObj->Owner eq “Nobody”);
return 1;

I’m not sure whether I want to return 1 or 0, or maybe anything at all???

I also have no idea how to use RT-Action-NotifyGroup. I’ve read all the
docs on it I can find, and none of it makes sense to me (I’m not a perl
guy, and this object-oriented-looking perl is just that much further away
from anything I can relate to).

Thanks in advance for any help anyone can provide. I hope I’m at least
on the right track!!

write custom condition "on create and has no owner"
for action use:
http://search.cpan.org/~ruz/RT-Action-NotifyGroup

I would like to notify the members of a particular group when a ticket is
created (via email or the guy) without an owner already assigned.

Sadly, I have no idea how to go about this. Is there a section on the
wiki that deals with stuff like this?


Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


Best regards, Ruslan.

Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

From a Sun Microsystems bug report (#4102680):
“Workaround: don’t pound on the mouse like a wild monkey.”

“I have great faith in fools:
Self confidence my friends call it.” -Edgar Allan Poe