On correspond notify staff

RT Users
1

Hello

We want to have all the staff related to a specific queue notified when

a response or comment is added to a queue.

Say, we have PreSales queue, and some potential customer send us a

query that is recorded by RT. After that point, we want all the people
related to that queue notified when any comment or reply is added to
that ticket.

We don't want staff notified on ticket creation, but only on ticket

updates after creation.

Is this possible?

Thanks
Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California,
London UK and Trento Italy

±------ FuturaHost.Com - Industrial & Business Class ISP --------+
| Web Hosting - Dedicated Servers - Colocation
| info@futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
| for only €700/month, availability also in London

2

HelloOn Tue, 2006-02-21 at 09:56 -0500, rt-users- request@lists.bestpractical.com wrote:

  1. On correspond notify staff (Pablo Povarchik - FuturaHost.Com)
Any clues for me?

Thanks

Pablo Povarchik de Carrasquedo

Quality Colocation and Dedicated Servers services
Colocation facilities include Fremont California,
London UK and Trento Italy

±------ FuturaHost.Com - Industrial & Business Class ISP --------+
| Web Hosting - Dedicated Servers - Colocation
| info@futurahost.com - http://futurahost.com/ - (+39) 0461 592710
| Get a high quality full cabinet with 5Mbps full burst included
| for only €700/month, availability also in London

3

Pablo,

This can be done in the following way:

Create a group and put all of your staff users in it. Make the group
an admincc on the queue in question. Have (at least) the following
scrips either globally or just for that queue:

Notify everyone on correspond
On Correspond Notify Requestors, Ccs and AdminCcs with template
Correspondence

Notify adminccs on comment
On Comment Notify AdminCcs as Comment with template Admin Comment

and make sure that you do not have a scrip like this either globally
or on that queue:

Notify on creation
On Create Notify AdminCcs with template Transaction

Simon Kuhn