Script to notify owner on comment

Hi,

When someone else (not the owner) from the support team puts a comment
on the ticket we would like the owner to get an email with the comment.

RT4

Thanks,
Gilbert

Anyone?-------- Original Message --------
Subject: script to notify owner on comment
Date: Mon, 12 Sep 2011 20:13:25 -0400
From: Gilbert Rebeiro gilbert@dido.ca
To: rt-users@lists.bestpractical.com

Hi,

When someone else (not the owner) from the support team puts a comment
on the ticket we would like the owner to be notified with an email with the comment.

RT4

Thanks,
Gilbert

Hi Gilbert,
I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can’t remember right off the top of my head (I am not currently accessing that installation), but it seems like it was “Notify Owner” “On Comment” "Transaction_OnCreate or OnComment).

Maybe this helps a bit?From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gilbert Rebeiro
Sent: Wednesday, September 14, 2011 11:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] script to notify owner on comment

Anyone?

Here it is:
Scrips -> create a new one with these values:
Condition - On Comment
Action - Notify Owner
Template - Global template: Correspondence
Stage: TransactionCreate

Should work…I have something very similar I previously setup.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Wednesday, September 14, 2011 11:18 AM
To: rt-users@lists.bestpractical.com
Cc: 'Gilbert Rebeiro’
Subject: Re: [rt-users] script to notify owner on comment

Hi Gilbert,
I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can’t remember right off the top of my head (I am not currently accessing that installation), but it seems like it was “Notify Owner” “On Comment” "Transaction_OnCreate or OnComment).

Maybe this helps a bit?

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gilbert Rebeiro
Sent: Wednesday, September 14, 2011 11:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] script to notify owner on comment

Anyone?

So there is no way to have the action be ccadmins, and owner?On 14/09/2011 12:22 PM, Izz Abdullah wrote:

Here it is:

Scrips -> create a new one with these values:

Condition - On Comment

Action - Notify Owner

Template - Global template: Correspondence

Stage: TransactionCreate

Should work…I have something very similar I previously setup.

*From:*rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Izz
Abdullah
Sent: Wednesday, September 14, 2011 11:18 AM
To: rt-users@lists.bestpractical.com
Cc: 'Gilbert Rebeiro’
Subject: Re: [rt-users] script to notify owner on comment

Hi Gilbert,

I have done this before by creating a template for notifying the owner
on comment. No need for code, the base is already there. I can’t
remember right off the top of my head (I am not currently accessing
that installation), but it seems like it was “Notify Owner” “On
Comment” "Transaction_OnCreate or OnComment).

Maybe this helps a bit?

*From:*rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Gilbert Rebeiro
Sent: Wednesday, September 14, 2011 11:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] script to notify owner on comment

Anyone?

-------- Original Message --------

*Subject: *

script to notify owner on comment

*Date: *

Mon, 12 Sep 2011 20:13:25 -0400

*From: *

Gilbert Rebeiro gilbert@dido.ca mailto:gilbert@dido.ca

*To: *

rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com

Hi,

When someone else (not the owner) from the support team puts a comment
on the ticket we would like the owner to be notified with an email with the comment.

RT4

Thanks,
Gilbert

You could create two different scrips, one to notify owner, and the other to notify ccAdmins. Both will receive the email relatively immediate. Correction: “Notify Owner as Comment” and "Notify AdminCCs as Comment"From: Gilbert Rebeiro [mailto:gilbert@dido.ca]
Sent: Wednesday, September 14, 2011 11:36 AM
To: Izz Abdullah
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] script to notify owner on comment

So there is no way to have the action be ccadmins, and owner?

I’d like to configure RT at a Glance to show newest tickets (say, created in the last week), regardless of owner or status. I found a way to search for “new” tickets, and for tickets created on/before/after a particular date, but is there a way to show – or make a saved search for – tickets created “one week ago from today” whatever “today” may be, rather than “created after September 7”?

Laura C. Henry, MLS
Assistant Systems Librarian
Beaufort County Library
311 Scott Street, Beaufort, SC 29902
Phone 843.255.6444 lhenry@bcgov.net
www.beaufortcountylibrary.org
For Learning :diamonds: For Leisure :diamonds: For LifeFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Wednesday, September 14, 2011 12:22 PM
To: rt-users@lists.bestpractical.com
Cc: 'Gilbert Rebeiro’
Subject: Re: [rt-users] script to notify owner on comment

Here it is:
Scrips -> create a new one with these values:
Condition - On Comment
Action - Notify Owner
Template - Global template: Correspondence
Stage: TransactionCreate

Should work…I have something very similar I previously setup.

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Izz Abdullah
Sent: Wednesday, September 14, 2011 11:18 AM
To: rt-users@lists.bestpractical.com
Cc: 'Gilbert Rebeiro’
Subject: Re: [rt-users] script to notify owner on comment

Hi Gilbert,
I have done this before by creating a template for notifying the owner on comment. No need for code, the base is already there. I can’t remember right off the top of my head (I am not currently accessing that installation), but it seems like it was “Notify Owner” “On Comment” “Transaction_OnCreate or OnComment).

Maybe this helps a bit?

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gilbert Rebeiro
Sent: Wednesday, September 14, 2011 11:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] script to notify owner on comment

Anyone?

Yep – this is one of my favorite things to show off about RT. :slight_smile:

Try doing a search for tickets created after ‘7 days ago’.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Henry, Laura
Sent: Wednesday, September 14, 2011 11:37 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Show tickets less than a week old

I’d like to configure RT at a Glance to show newest tickets (say, created in the last week), regardless of owner or status. I found a way to search for “new” tickets, and for tickets created on/before/after a particular date, but is there a way to show – or make a saved search for – tickets created “one week ago from today” whatever “today” may be, rather than “created after September 7”?

Oh, that’s awesome! Thank you!

Laura C. Henry, MLS
Assistant Systems Librarian
Beaufort County Library
311 Scott Street, Beaufort, SC 29902
Phone 843.255.6444 lhenry@bcgov.net
www.beaufortcountylibrary.org
For Learning :diamonds: For Leisure :diamonds: For LifeFrom: Roedel, Mark [mailto:MarkRoedel@letu.edu]
Sent: Wednesday, September 14, 2011 12:59 PM
To: Henry, Laura; rt-users@lists.bestpractical.com
Subject: RE: Show tickets less than a week old

Yep – this is one of my favorite things to show off about RT. :slight_smile:

Try doing a search for tickets created after ‘7 days ago’.

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Henry, Laura
Sent: Wednesday, September 14, 2011 11:37 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Show tickets less than a week old

I’d like to configure RT at a Glance to show newest tickets (say, created in the last week), regardless of owner or status. I found a way to search for “new” tickets, and for tickets created on/before/after a particular date, but is there a way to show – or make a saved search for – tickets created “one week ago from today” whatever “today” may be, rather than “created after September 7”?