Should groups have email addresses?

RT Developers
1

Hello!

I’m struggling a bit with something common for our shop: people like to
copy mailing lists on their tickets. I don’t really want that to create
a user account if that group is already identified in RT; I’d much
rather associate the email address to that group and have RT add the
group as a watcher.

Has this been considered and discarded before?

Thanks!

–j
Jim Meyer, Geek at Large purp@acm.org

2

Quoting Jim Meyer purp@acm.org:

I’m struggling a bit with something common for our shop: people like to
copy mailing lists on their tickets. I don’t really want that to create
a user account if that group is already identified in RT; I’d much
rather associate the email address to that group and have RT add the
group as a watcher.

You can already add groups as watchers to queues and you can set a scrip to
notify Admin CCs for example, which will mail the entire group.

I agree though, it would be nice if you could add groups on the fly at
ticket creation time.

Stewart

3

Hello!

I’m struggling a bit with something common for our shop: people like to
copy mailing lists on their tickets. I don’t really want that to create
a user account if that group is already identified in RT; I’d much
rather associate the email address to that group and have RT add the
group as a watcher.

Has this been considered and discarded before?

Thanks!

Jim,

This is somewhat related. I have RT customized so that groups
can have an associated e-mail address, and when e-mail is
sent to one of those groups, the group e-mail is used instead
of the individual e-mail addresses of the members.

The way I have it set up, I think it would add the group
as a watcher, but I’m not sure…

-Todd

4

Hello!

This is somewhat related. I have RT customized so that groups
can have an associated e-mail address, and when e-mail is
sent to one of those groups, the group e-mail is used instead
of the individual e-mail addresses of the members.

Heh. That functionality was in my first draft, but I didn’t want to
muddy the waters.

The way I have it set up, I think it would add the group
as a watcher, but I’m not sure…

If it doesn’t and you’re willing to share, I’ll add it for you.

Cheers!

–j
Jim Meyer, Geek at Large purp@acm.org

5

At Thursday 2/16/2006 01:04 PM, Jim Meyer wrote:

Hello!

I’m struggling a bit with something common for our shop: people like to
copy mailing lists on their tickets. I don’t really want that to create
a user account if that group is already identified in RT; I’d much
rather associate the email address to that group and have RT add the
group as a watcher.

Has this been considered and discarded before?

Thanks!

–j

Jim Meyer, Geek at Large purp@acm.org

Hello Jim,

I’ve been thinking about this and it seems the use of groups confuses
things a bit.

I think the feature that’s desired is the ability to add an arbitrary email
address to a ticket or queue as a watcher.

I’m wondering what the objection is to setting up a user record to
represent the email address? You can do that without having to modify code,
so it would seem a lot simpler?

Steve

6

Hello!On Fri, 2006-02-17 at 16:06 -0500, Stephen Turner wrote:

I’ve been thinking about this and it seems the use of groups confuses
things a bit.

I think the feature that’s desired is the ability to add an arbitrary email
address to a ticket or queue as a watcher.

I’m wondering what the objection is to setting up a user record to
represent the email address? You can do that without having to modify code,
so it would seem a lot simpler?

There are certain addresses which refer to groups for which there is no
RT Group. I have no problem with having user accounts to represent
these. There are other groups (with email addresses) for which there
is an RT Group; I want these sorts of groups to add the RT Group as a
watcher instead of an arbitrary user account.

One benefit of this is the ability to confer the ACL privileges granted
to the various watcher roles upon the RT Group represented by that email
address. I’m sure there are others.

Cheers!

–j
Jim Meyer, Geek at Large purp@acm.org