On Correspond/Comment Notify Owner?

RT Users
1

Hi folks – I’d like rt to notify the owner if correspondence or comments come
in, but not if the correspondence/comments are by the owner. Possible? Easy?

Actually what I’d like is if anything changes in the ticket and the change
is by someone else, I’d like the owner to get notified. Do I need a scrip per
change type or is there one global condition?

thanks!

Gary

2

Gary,

Since the ticket owner should already be notified of any correspondence
taken on the ticket, we added a scrip to handle comments.

On Comment Notify Owner as Comment with template Correspondence

We set that as a global scrip, and it’s worked beautifully for us.

As far as updating the owner, if someone changes a CF, the status, due
date, etc, etc. I’m sure you could do that through a custom condition,
but I’m afraid I don’t have anything off hand that would do that for
you.

Jacob Helwig
PC Technician
Busch’s Help Desk
Desk: x35221
Direct: 734-214-8221-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gary
Oberbrunner
Sent: Thursday, July 12, 2007 4:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] On Correspond/Comment Notify Owner?

Hi folks – I’d like rt to notify the owner if correspondence or
comments come
in, but not if the correspondence/comments are by the owner. Possible?
Easy?

Actually what I’d like is if anything changes in the ticket and the
change
is by someone else, I’d like the owner to get notified. Do I need a
scrip per
change type or is there one global condition?

thanks!

Gary
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3

Jacob Helwig wrote:

Gary,

Since the ticket owner should already be notified of any correspondence
taken on the ticket, we added a scrip to handle comments.

I just tried this, and it doesn’t seem to work, at least in my RT. I sent an
email from the requestor’s email address with [rt #12] in the subject, and it
got into ticket 12, but the owner never got an email, and rt didn’t record an
email as going out to them.

Maybe that scrip got deleted somewhere. I’ll put it in & see what happens.

On Comment Notify Owner as Comment with template Correspondence

We set that as a global scrip, and it’s worked beautifully for us.

I’ll try that one too; thanks! You didn’t have to do anything to prevent
getting emails about your own comments on tickets you own?

Gary

4

Hi Gary,

So what you want is for the owner of the ticket to be notified of all
transactions where the owner is not the creator of the transaction?

A scrip condition like this might do it:
{ my $Transaction = $self->TransactionObj;
my $Creator = $Transaction->CreatorObj->Id;
my $Ticket = $self->TicketObj;
my $Owner = $Ticket->Owner;
return $Creator != $Owner && $Owner > 12;
}

The “$Owner > 12” condition prevents the scrip from firing if the ticket
owner is Nobody, SystemUser, or RT’s Root (at least on my 3.6.3 system).

Regards,
Gene

At 01:25 PM 7/12/2007, Gary Oberbrunner wrote:

Hi folks – I’d like rt to notify the owner if correspondence or comments come
in, but not if the correspondence/comments are by the owner. Possible? Easy?

Actually what I’d like is if anything changes in the ticket and the change
is by someone else, I’d like the owner to get notified. Do I need a scrip per
change type or is there one global condition?

thanks!

Gene LeDuc, GSEC
Security Analyst
San Diego State University

5

Gene LeDuc wrote:

Hi Gary,

So what you want is for the owner of the ticket to be notified of all
transactions where the owner is not the creator of the transaction?

A scrip condition like this might do it:
{ my $Transaction = $self->TransactionObj;
my $Creator = $Transaction->CreatorObj->Id;
my $Ticket = $self->TicketObj;
my $Owner = $Ticket->Owner;
return $Creator != $Owner && $Owner > 12;
}

The “$Owner > 12” condition prevents the scrip from firing if the ticket
owner is Nobody, SystemUser, or RT’s Root (at least on my 3.6.3 system).

Awesome, thanks! (root is 12 on my 3.6.4 also.) I notice there’s no mention
of CreatorObj in the RT::Transaction section of the POD… maybe because it
inherits from RT::Record I guess. Much to learn.

Gary

6

Hi Gary,

Hi folks – I’d like rt to notify the owner if correspondence or comments come
in, but not if the correspondence/comments are by the owner. Possible? Easy?

Actually what I’d like is if anything changes in the ticket and the change
is by someone else, I’d like the owner to get notified. Do I need a scrip per
change type or is there one global condition?

In your RT config there is a NotifyActor option. Disabling this (set
to 0) will mean that the creator of the transaction is not notified of
any change. This should be the default.

Regards, Ian.

7

Gary,

Nope. Nothing special to keep the person who did an action from getting
the notifications. There should be something like the following in your
RT_Config.pm, or RT_SiteConfig.pm.

By default, RT doesn’t notify the person who performs an update, as

they

already know what they’ve done. If you’d like to change this

behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

This does actions for any ticket. Not just ones you own.

Jacob Helwig
PC Technician
Busch’s Help Desk
Desk: x35221
Direct: 734-214-8221From: Gary Oberbrunner [mailto:garyo@genarts.com]
Sent: Thursday, July 12, 2007 4:37 PM
To: Jacob Helwig
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] On Correspond/Comment Notify Owner?

Jacob Helwig wrote:

Gary,

Since the ticket owner should already be notified of any
correspondence taken on the ticket, we added a scrip to handle
comments.

I just tried this, and it doesn’t seem to work, at least in my RT. I
sent an email from the requestor’s email address with [rt #12] in the
subject, and it got into ticket 12, but the owner never got an email,
and rt didn’t record an email as going out to them.

Maybe that scrip got deleted somewhere. I’ll put it in & see what
happens.

On Comment Notify Owner as Comment with template Correspondence

We set that as a global scrip, and it’s worked beautifully for us.

I’ll try that one too; thanks! You didn’t have to do anything to
prevent getting emails about your own comments on tickets you own?

Gary