Notify of new correspondence to ticket owner

RT Users
1

Hello all,

I’m just wondering how others people are taking care of this little issue.

A requestor or CC person replies back to a ticket and asks for status… RT does its job of adding the correspondence. That’s it.

Problem or how should I proceed: Whenever the requestor replies back to the ticket #, I want RT to email the owner that the ticket has been updated.

Possible solution: On correspond notify owner?

Somehow I do not think the solution is right.

-Using RT 3.0.12

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2

Jonathan Chen wrote:

Hello all,

I’m just wondering how others people are taking care of this little issue.
Really don’t see “issue”.

A requestor or CC person replies back to a ticket and asks for status… RT does its job of adding the correspondence. That’s it.

Problem or how should I proceed: Whenever the requestor replies back to the ticket #, I want RT to email the owner that the ticket has been updated.

Possible solution: On correspond notify owner?

Somehow I do not think the solution is right.
Why? I think people usually use this.

3

A requestor or CC person replies back to a ticket and asks for
status??? RT does its job of adding the correspondence. That???s
it.

I got this small scrip from “Rocky”, which I put in the global scrips.
It automatically adds the owner of a ticket to the CC-list whenever
there is a owner change:

Description: Cc on owner change
Condition: on owner change
Action: user defined
blank template
Stage: transactioncreate
Custom action preparation code: 1;
Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'Cc', PrincipalId=>$self->TicketObj->OwnerObj->Id);
      return 1;

-jf

4

Jan-Frode Myklebust wrote:

A requestor or CC person replies back to a ticket and asks for
status??? RT does its job of adding the correspondence. That???s
it.

I got this small scrip from “Rocky”, which I put in the global scrips.
It automatically adds the owner of a ticket to the CC-list whenever
there is a owner change:
And what is the benefit?

5

I got this small scrip from “Rocky”, which I put in the global scrips.
It automatically adds the owner of a ticket to the CC-list whenever
there is a owner change:

And what is the benefit?

To automatically have the owner on the CC-list, so that any responses
from the requestor are seen immediately.

Benefits:

o less clicking on the webpages for the one distributing the tickets

o the owner can work (almost) completely by email

o shorter responstime from the owner to the user

-jf