Per User/Queue Copy of All Ticket Transactions

Some of our support staff prefer to get an email copy of “everything” that happens on a given ticket or for all tickets in a given queue. I found an “OnTransaction” Scrip, but wasn’t sure how to attach that to only a specific ticket, or only a specific queue, and only for certain users (at their preference, without SuperUser rights.) I’ve also not figured out which Right(s) might be needed for a specific user, so it may be possible (but not yet, as the user hasn’t the right.)

These folks essentially have an email program always running. They probably also always have a web browser running, but not necessarily on the RT webpage. They have their email program to ding or flash or whatever as new email comes in, and it catches their attention, and they can proceed to process that email RT support request (either via email or via webpage.) But that initial “Hey, there’s a new ticket” or “Hey, something happened to a ticket/queue” attention-getting, they prefer via email.

The support staff who prefer to have RT’s homepage up and have it auto-refresh, are of course fine :slight_smile:

Thank you,
PH

Paul Hirose : pthirose@ucdavis.edu : Sysadm Motto: rm -fr /MyLife
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We have one tech who prefers the same thing. As a starting point, I
wrote a scrip that makes him added as an adminCC on any ticket that he
owns. So I have it run on Create and on Owner Change and check to see
if the new owner is him, then add him as an adminCC.

Custom action prep:

 if ($self->TicketObj->OwnerObj->Id() == 775) {
   return 1;
 } else {
   return 0;
 }

Custom action cleanup:

 my $owner = $self->TicketObj->Owner;
 $self->TicketObj->AdminCc->AddMember($owner);

I plan to take it a step further and add a user custom field that
let’s me set this as a preference per user and then simply check that
condition to assign it.

The biggest downside to this is that if he transfers the ticket to
someone else, he needs to manually remove himself as an adminCC, but
that wasn’t much of a stumbling block for our setup.

Hope that might help and if anyone has great insight into this, I’d
love to hear it as well.

ErikOn Nov 24, 2008, at 7:34 PM, Paul Hirose wrote:

Some of our support staff prefer to get an email copy of
"everything" that happens on a given ticket or for all tickets in a
given queue. I found an “OnTransaction” Scrip, but wasn’t sure how
to attach that to only a specific ticket, or only a specific queue,
and only for certain users (at their preference, without SuperUser
rights.) I’ve also not figured out which Right(s) might be needed
for a specific user, so it may be possible (but not yet, as the user
hasn’t the right.)

These folks essentially have an email program always running. They
probably also always have a web browser running, but not necessarily
on the RT webpage. They have their email program to ding or flash
or whatever as new email comes in, and it catches their attention,
and they can proceed to process that email RT support request
(either via email or via webpage.) But that initial “Hey, there’s a
new ticket” or “Hey, something happened to a ticket/queue” attention-
getting, they prefer via email.

The support staff who prefer to have RT’s homepage up and have it
auto-refresh, are of course fine :slight_smile: