Sending an email when a ticket is created

We are using RT from debian sarge.

We have a web form that fires off an email to create a ticket. That part
works fine.

We want to send an email out to a list of volunteers when that ticket is
created, so that one of them might pick up the ticket and take cahrge.
There all on a mailing list, so I initially tried adding the mailing
list address to admincc: for that queue, which works, but now we’re
getting too much mail from RT on that list.

What’s the best way to get just the notice of a new ticket (with the
initial contents of the ticket) but not all the followup comments and such?

TIA.

Oil can what?


Richard Seymour, That Man Behind the Curtain

Richard Seymour wrote:

We are using RT from debian sarge.

We have a web form that fires off an email to create a ticket. That part
works fine.

We want to send an email out to a list of volunteers when that ticket is
created, so that one of them might pick up the ticket and take cahrge.
There all on a mailing list, so I initially tried adding the mailing
list address to admincc: for that queue, which works, but now we’re
getting too much mail from RT on that list.

What’s the best way to get just the notice of a new ticket (with the
initial contents of the ticket) but not all the followup comments and such?
Condition ‘On Create’ doesn’t help? Or other scrips send other
notifications to AdminCc?

You also can create group “volunteers” and use
http://search.cpan.org/~ruz/RT-Action-NotifyGroup
that allow you to record ScripAction and then use it to notify
particular group or users. This will free your queue AdmiCC role for
other tasks.