Notify people on ticket create

How would you best suggest that I notify a group of people via email
when a ticket is created in a particular queue? For most queues we have
made certain people AdminCCs for the entire queue, but then they receive
updates to everything. I just want a list of people to get emails on
ticket create, but not receive copies of every update on every ticket.

I was thinking about using this:

http://wiki.bestpractical.com/view/SendEmailAction

But is there an already built in way to do this?

At Thursday 9/6/2007 04:02 PM, you wrote:

How would you best suggest that I notify a group of people via email
when a ticket is created in a particular queue? For most queues we
have made certain people AdminCCs for the entire queue, but then
they receive updates to everything. I just want a list of people to
get emails on ticket create, but not receive copies of every update
on every ticket.

I was thinking about using this:

SendEmailAction - Request Tracker Wiki

But is there an already built in way to do this?

It’s simpler to have this scrip:

On Create Notify Other Recipients with template MyTemplate

where MyTemplate has the recipients hard-coded (like the example in
that wiki page). There’s no need to add a new scrip action to the database.

Steve

At Thursday 9/6/2007 04:34 PM, John Arends wrote:

Steve,

I don’t know much about scrips (have not had a need to use them until now).

Would MyTemplate just need a list of email addresses, or is there
more to it than that? I’m not sure how to set up a template.

Thanks

-John

The templates look like email messages - they can include the normal
email headers and also can have RT fields embedded. The example from
the wiki page see the bottom of this mail) could be a start. Often
it’s useful to copy the content from one of the global templates.

There are more details on templates
Template - Request Tracker Wiki , and some contributed
template fragments are at Contributions - Request Tracker Wiki .

Good luck,
SteveTo: user1@example.org, user2@example.org
Bcc: user3@example.org
Subject: {$Ticket->Subject}

A ticket has been created in this queue.

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}