Queue members dont get notice of newly created tickets

RT Users
1

Hi,

I’m having trouble configuring request tracker so that queue members get an
email of a newly created ticket. Emails are working because I can send an
email to RT and the sender gets the autocreated “new ticket” email.
Unfortunately, the group watching the queue dont get any emails.

Here’s the things that I’ve checked so far. Let me know if you see a problem
or think that i’ve missed something:

  • I am a member of the “support team” group with a valid email address
  • The “support team” group are listed as watches on the queue
  • I dont have any queue rights setup, only in global rights
  • In global rights, “everyone” has “create ticket” and "reply to ticket"
    rights
  • In global rights, “Support team” has the following rights.
    CommentOnTicket
    CreateTicket
    DelegateRights
    DeleteTicket
    ModifyOwnMembership
    OwnTicket
    ReplyToTicket
    SeeQueue
    StealTicket
    TakeTicket
    Watch

So thats it. Am I missing something?

Brett.

2

Hi,

I’m having trouble configuring request tracker so that queue members get an
email of a newly created ticket. Emails are working because I can send an
email to RT and the sender gets the autocreated “new ticket” email.
Unfortunately, the group watching the queue dont get any emails.

Here’s the things that I’ve checked so far. Let me know if you see a problem
or think that i’ve missed something:

  • I am a member of the “support team” group with a valid email address
  • The “support team” group are listed as watches on the queue
  • I dont have any queue rights setup, only in global rights
  • In global rights, “everyone” has “create ticket” and "reply to ticket"
    rights
  • In global rights, “Support team” has the following rights.
    CommentOnTicket
    CreateTicket
    DelegateRights
    DeleteTicket
    ModifyOwnMembership
    OwnTicket
    ReplyToTicket
    SeeQueue
    StealTicket
    TakeTicket
    Watch

So thats it. Am I missing something?

Brett.

3

I’m having trouble configuring request tracker so that queue members get an
email of a newly created ticket. Emails are working because I can send an
email to RT and the sender gets the autocreated “new ticket” email.
Unfortunately, the group watching the queue dont get any emails.

Have you configured any scrips to send email? You only mention acls.

seph

4

I’m having trouble configuring request tracker so that
queue members get an
email of a newly created ticket. Emails are working because
I can send an
email to RT and the sender gets the autocreated “new ticket” email.
Unfortunately, the group watching the queue dont get any emails.

Have you configured any scrips to send email? You only mention acls.

I have under my queue:

Scrips which apply to all queues
On Correspond Open Tickets with template Correspondence
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Correspond Notify AdminCcs with template Admin Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve Notify Requestors with template Resolved

Current Scrips:

(No scrips)

I am presumably the global options apply to all of the queues? However, I
haven’t done anything specific to set that up. I have to admit that I dont
understand which one of these scrips I should change to get the behaviour I
want. The manual isn’t clear to me on this point.

Also, I notice when I create a new ticket by sending an email to the queue,
it will tell me that the CC and the admin CC are “none”, even though I have
configured a group to watch the queue. Is this normal or does it show a
problem?

Thanks,
Brett.