Sending notification of incoming tickets to queue "workers"

RT Users
1

Hi,

I’ve been using RT for a while now, and it’s great!
I would like to have notification of new tickets sent to the queue
workers (the IT dept.) by e-mail (as we sometimes miss new tickets if we
aren’t on the system). Can I just create a Queue Watcher? Or do I need
to write a scrip to do this?

Can someone point me in the right direction?
Thanks,

Chad

2

I’ve been using RT for a while now, and it’s great!
I would like to have notification of new tickets sent to the queue
workers (the IT dept.) by e-mail (as we sometimes miss new tickets if we
aren’t on the system). Can I just create a Queue Watcher? Or do I need
to write a scrip to do this?

Can someone point me in the right direction?

If you add the users or groups as admincc watchers for the
queue the default scrips will do what you want. It’s easier
to manage if you put the users in groups and only use
group permission and watcher settings in the queues.

Les Mikesell
les@futuresource.com

3

Hi,

I’ve been using RT for a while now, and it’s great!
I would like to have notification of new tickets sent to the queue
workers (the IT dept.) by e-mail (as we sometimes miss new tickets if we
aren’t on the system). Can I just create a Queue Watcher? Or do I need
to write a scrip to do this?

Can someone point me in the right direction?
Thanks,

Chad

I just did something similar by using the built in stuff. I think I
added a watcher to each Queue. Right now its just to me, but I imagine
you could add a distribution list email for your department or
something. Or add everyone in? :slight_smile: