Sending email to pre-defined address upon ticket creation

Hi,

I haven’t been on this list for long, so I hope this isn’t an issue that
has been covered already…

I have a very simple need - to create a scrip that, upon ticket creation
(not on update) sends an email with information about the ticket to a
certain pre-defined email address. I don’t want that address to be in
the cc: lists. I want it to be invisible to the user creating the
ticket. All new tickets should generate this email to the pre-defined
address.

Sounds simple but I haven’t figured a way to do it yet. Any help out
there?

Thanks,
Craig

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> Hi, > > > > I haven't been on this list for long, so I hope this isn't an issue that > has been covered already... > > > > I have a very simple need - to create a scrip that, upon ticket creation > (not on update) sends an email with information about the ticket to a > certain pre-defined email address. I don't want that address to be in > the cc: lists. I want it to be invisible to the user creating the > ticket. All new tickets should generate this email to the pre-defined > address. > > > > Sounds simple but I haven't figured a way to do it yet. Any help out > there? >

This is called a “watcher”.

Go to your queque and add a group and e-mail address. The default goes to
AdminCCs, so make sure that e-mail/user is part of it:

ADDING WATCHERS TO A QUEUE

http://wiki.bestpractical.com/index.cgi?ManualAdministration

These e-mails go out as BCC’s

HTH.

Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry@suretecsystems.com

Open Source. Open Solutions™.

http://www.suretecsystems.com/

You can try RT-Action-NotifyGroup I wrote, it’s available from CPAN.
It has small command line script that allow you manage actions: create,
delete, add/del users, add/del groups…

See docs there is examples how to use command line interface

Bloom, Craig wrote:

Thank for the feedback -

However, use of a watcher will send an email to the watcher for every
ticket update also, correct? I just want to send an email only upon
ticket creation, and preferably base the email off of a custom
template…

Any more info would be helpful. Thanks.

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gavin
HenrySent: Friday, July 15, 2005 11:16 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] sending email to pre-defined address upon ticket
creation

> Hi, > > > > I haven't been on this list for long, so I hope this isn't an issue that > has been covered already... > > > > I have a very simple need - to create a scrip that, upon ticket creation > (not on update) sends an email with information about the ticket to a > certain pre-defined email address. I don't want that address to be in > the cc: lists. I want it to be invisible to the user creating the > ticket. All new tickets should generate this email to the pre-defined > address. > > > > Sounds simple but I haven't figured a way to do it yet. Any help out > there? >

This is called a “watcher”.

Go to your queque and add a group and e-mail address. The default goes
to
AdminCCs, so make sure that e-mail/user is part of it:

ADDING WATCHERS TO A QUEUE

http://wiki.bestpractical.com/index.cgi?ManualAdministration

These e-mails go out as BCC’s

HTH.

Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry@suretecsystems.com

Open Source. Open Solutions™.

http://www.suretecsystems.com/
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

> Thank for the feedback - > > However, use of a watcher will send an email to the watcher for every > ticket update also, correct? I just want to send an email only upon > ticket creation, and preferably base the email off of a custom > template... > > Any more info would be helpful. Thanks.

You can create a new scrip for that queue for a new ticket creation.

Hi all,
I am analysing the code(Ticket_Overlay.pm) to create a ticket and i come
across this piece of code wherein the ticket is created at this stage.
Can anyone tell me which parent classes Create () is called ?

my ($id,$ticket_message) = $self->SUPER::Create( %params);

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan@mudnebr.com

At Friday 7/15/2005 12:08 PM, Ahalya_Nathan@mudnebr.com wrote:

Hi all,
I am analysing the code(Ticket_Overlay.pm) to create a ticket and i come
across this piece of code wherein the ticket is created at this stage.
Can anyone tell me which parent classes Create () is called ?

my ($id,$ticket_message) = $self->SUPER::Create( %params);

Ahalya,

Ticket_Overlay.pm works together with Ticket.pm, and Ticket.pm has a line

@ISA= qw( RT::Record );

which tells you the parent class.

Steve

…or you could remove the global scrip that sends out email to adminccs for each change…

Hi all,

All RT tables have “id” as their primary key. Is the “id” value for each
of the tables generated by their sequence number value or are they
generated from some part of RT perl code?

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan@mudnebr.com

Ahalya_Nathan@mudnebr.com wrote:

All RT tables have “id” as their primary key. Is the “id” value for each
of the tables generated by their sequence number value or are they
generated from some part of RT perl code?

It’s an autoincrement/sequence field in the DB. Check the
schema for your database to verify.

In November 2004 there was a discussion about how to limit the display
of inline attachments greater than $MaxInlineBody

http://www.gossamer-threads.com/lists/rt/users/38467

As of 3.2.4, setting that variable does indeed limit the display size.

However, not only does it limit the display size of text based
attachments, it limits the display size of history elements as well.

If you set $MaxInlineBody to say 200 bytes, it’s likely that the text
information in the history of the ticket will get truncated as well.

I either want to:

a. disable the display of any attachments without impacting the
display of history elements, or
b. shorten only the display of attachments

Your suggestions would be appreciated.

dano