NotifyCCs

Is there a Scrip Action that allows you to simply “NotifyCCs”? The
"NotifyRequestorsandCCs" option is to broad of an option for me. I’m
wondering if anyone else has run into this problem or found a solution
for it.

Thanks in advance.

Bolivar Geraldo Jr.

Bolivar Geraldo (Junior)
NOC Analyst

“OnCreate NotifyRequestorsandCCs with template CC_AutoReply”
“OnCreate AutoreplyToRequestors with template Custom_AutoReply”

I’m using the two scripts above to notify the original requestor and any
person CC’ed on the email. Initially I thought the requestor would get
two replies, but that’s not the case (not sure why, but it works). The
*_AutoReply templates are slightly modified versions of the default
template; the CC_AutoReply was setup to instruct the CC’ed person how to
add comments to someone else’s request.-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com] On Behalf Of Bolivar Geraldo
Sent: Wednesday, August 28, 2002 5:04 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] NotifyCCs

Is there a Scrip Action that allows you to simply “NotifyCCs”? The
“NotifyRequestorsandCCs” option is to broad of an option for me. I’m
wondering if anyone else has run into this problem or found a solution
for it.

Thanks in advance.

Bolivar Geraldo Jr.

Bolivar Geraldo (Junior)
NOC Analyst

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

Currently we’re using RT 3.4.5, and I’m having some issues with scrips,
particularly on a Queue called Tech.

Here’s what I’d like to happen:

Condition: On Transaction
Action: Notify Ccs
Template: Global Template Blank
Stage: TransactionCreate <----(Wondering if this is a problem or not)

Should send to a secondary queue on another server for tracking
purposes, which is defined as a permanent CC for that specific queue.

The only time that a Notify CC happens is when I’m replying. Never on a
resolve/comment action, and I’m not sure why.

I’ve got the user created that I’m looking to use for this purpose, but
it only seems to run the CC action on a reply only, never any other
transaction.

Any suggestions would be great, if more info is needed, I can give that
as well.

Curt L.

At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote:

Currently we’re using RT 3.4.5, and I’m having some issues with scrips,
particularly on a Queue called Tech.

Here’s what I’d like to happen:

Condition: On Transaction
Action: Notify Ccs
Template: Global Template Blank
Stage: TransactionCreate <----(Wondering if this is a problem or not)

Should send to a secondary queue on another server for tracking
purposes, which is defined as a permanent CC for that specific queue.

The only time that a Notify CC happens is when I’m replying. Never on a
resolve/comment action, and I’m not sure why.

I’ve got the user created that I’m looking to use for this purpose, but
it only seems to run the CC action on a reply only, never any other
transaction.

Any suggestions would be great, if more info is needed, I can give that
as well.

Curt L.

Curt,

“Global template blank” is the problem - using this template ensures
that the scrip will never send email. It’s typically used whenever
you create a scrip that should not result in an email message. So you
should change to an appropriate template.

I suspect the reason you see notifications when you reply is that
another scrip (On Correspond) exists -that’s the scrip sending the
notification, not the one above.

One note - On transaction will literally fire for every single
transaction for the ticket (field updates etc). Are you sure that’s
what you want? You’ll probably end up with multiple notifications
with this setup.

Steve

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Stephen Turner
Sent: Friday, May 04, 2007 10:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] NotifyCCs

At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote:

Currently we’re using RT 3.4.5, and I’m having some issues
with scrips,
particularly on a Queue called Tech.

Here’s what I’d like to happen:

Condition: On Transaction
Action: Notify Ccs
Template: Global Template Blank
Stage: TransactionCreate <----(Wondering if this is a problem or not)

Should send to a secondary queue on another server for tracking
purposes, which is defined as a permanent CC for that specific queue.

The only time that a Notify CC happens is when I’m replying.
Never on
a resolve/comment action, and I’m not sure why.

I’ve got the user created that I’m looking to use for this
purpose, but
it only seems to run the CC action on a reply only, never any other
transaction.

Any suggestions would be great, if more info is needed, I
can give that
as well.

Curt L.

Curt,

“Global template blank” is the problem - using this template
ensures that the scrip will never send email. It’s typically
used whenever you create a scrip that should not result in an
email message. So you should change to an appropriate template.

I suspect the reason you see notifications when you reply is
that another scrip (On Correspond) exists -that’s the scrip
sending the notification, not the one above.

One note - On transaction will literally fire for every
single transaction for the ticket (field updates etc). Are
you sure that’s what you want? You’ll probably end up with
multiple notifications with this setup.

Steve


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Yes, this is the desired way of things happening - we’re trying to
dual-track the tickets due to CRM - inject all ticket information into
CRM so it can be paired with an account. Not the most glamourous way of
taking care of this, but it works. I’ll try changing the template, see
what happens. Switching to the “Transaction” template took care of it,
thanks for the help. I may modify this in the future to not do every
transaction via multiple scrips, but for the interim, this works great.

Thanks much,
Curt L.