Notifying a certain user when a ticket is created in a Queue

Can a scrip be written that will notify a set of users that a ticket has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc? I don’t want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I have a script that sets another users as the
AdminCc for all tickets that are created in the Queue.

I Hope that is clear.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”

Yes: RT::Action::NotifyGroup

http://search.cpan.org/author/RUZ/RT-Action-NotifyGroup-0.02/lib/RT/Action/NotifyGroup.pmOn Wed, May 10, 2006 at 05:01:35PM -0400, John Boris wrote:

Can a scrip be written that will notify a set of users that a ticket has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc? I don’t want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I have a script that sets another users as the
AdminCc for all tickets that are created in the Queue.

I Hope that is clear.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”


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At Wednesday 5/10/2006 05:01 PM, John Boris wrote:

Can a scrip be written that will notify a set of users that a ticket has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc? I don’t want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I have a script that sets another users as the
AdminCc for all tickets that are created in the Queue.

I Hope that is clear.

TIA

John J. Boris, Sr.

John,

We have a kludgey way of doing this - we set up a queue template that
starts with a CC: followed by the email addresses we want to notify.
There must be a blank line between the CC header and the message
body. Let’s say this template is called ‘OurCreateNotification’.

Then we set up a queue scrip that uses this template: ‘On Create
Notify Other Recipients using template OurCreateNotification’.

Steve

Steve,
Thanks. I will look into that. This is all new to me. I did get a
response about a Perl Module and I am in the process of trying to add
that. This option is a good learning tool for me to see what is involved
in creating templates and the other option is a learning tool for me to
add modules. I am looking for the easiest and cleanest way to do this so
lets see which idea pans out. I will probably have both available when I
get done.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”

Stephen Turner sturner@MIT.EDU 05/11/06 9:40 AM >>>
At Wednesday 5/10/2006 05:01 PM, John Boris wrote:
Can a scrip be written that will notify a set of users that a ticket
has
been created in a queue without assigning the ticket to that user or
making that person an AdminCc? I don’t want to send a bunch of
duplicate emails. I want the certain group of people to get notified
there is a ticket. I have a script that sets another users as the
AdminCc for all tickets that are created in the Queue.

I Hope that is clear.

TIA

John J. Boris, Sr.

John,

We have a kludgey way of doing this - we set up a queue template that
starts with a CC: followed by the email addresses we want to notify.
There must be a blank line between the CC header and the message
body. Let’s say this template is called ‘OurCreateNotification’.

Then we set up a queue scrip that uses this template: ‘On Create
Notify Other Recipients using template OurCreateNotification’.

Steve