Taking a ticket

I have a new queue that I am setting up, and all of the users are
currently setup for AdminCC.

They get a copy of the original email (New ticket created), but when one
of them goes in and “Takes” a ticket, how can I set it so no one else
gets a copy of the emails anymore, just the requestor and taker.

I’ve looked around, what am I missing?

Mark Jenks

Network Administrator

iod incorporated

mark.jenks@iodincorporated.com mailto:mark.jenks@iodincorporated.com

920-406-3702

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I have a new queue that I am setting up, and all of the users are
currently setup for AdminCC.

They get a copy of the original email (New ticket created), but when one
of them goes in and “Takes” a ticket, how can I set it so no one else
gets a copy of the emails anymore, just the requestor and taker.

I see that you can set permissions on owner, which is great. But what
do I set for Watcher so they get an email notification of a new ticket?

I’ve looked around, what am I missing?

Mark Jenks

Network Administrator

iod incorporated

mark.jenks@iodincorporated.com

920-406-3702

CONFIDENTIALITY NOTICE: The information contained in this email message, including any attachments, may be
privileged, confidential and otherwise protected from disclosure. If the reader of this message is not the
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this
message, including any attachments, is strictly prohibited. If you have received this email message in
error, please notify the sender by reply email and delete/destroy the email message, including attachments,
and any copies thereof. Although we have taken precautions to minimize the risk of transmitting viruses via
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for
any damages sustained as a result of any such viruses.

I have a new queue that I am setting up, and all of the users are currently setup for AdminCC.

They get a copy of the original email (New ticket created), but when one of them goes in and
"Takes" a ticket, how can I set it so no one else gets a copy of the emails anymore, just the
requestor and taker.

I see that you can set permissions on owner, which is great. But what do I set for Watcher
so they get an email notification of a new ticket?

You need to write a custom Condition, something like:
On Correspond if the owner is Nobody
and slap that in place of the On Correspond part of On Correspond
Notify AdminCcs. This has come up on the list recently, but I don’t
know if anyone has posted working code.

-kevin

Mark,

We don’t have a lot of GLOBAL notifications. We have over 157 Queues and
most don’t want alot of email going to the AdminCc. So what we did was to
create those kind of notifications at the Queue level so everyone gets a
limited basic set of email notifications that ALL want and then each Queue
has a list of the extra ones they want.

So you might want to trim down all thos GLobal Notifications and put some of
them at the Queue level. Works for us.

Hope this helps.

Kenn
LBNLOn Mon, Jun 28, 2010 at 10:25 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Thu, Jun 24, 2010 at 02:28:23PM -0500, Mark Jenks wrote:

I have a new queue that I am setting up, and all of the users are
currently setup for AdminCC.

They get a copy of the original email (New ticket created), but when
one of them goes in and
"Takes" a ticket, how can I set it so no one else gets a copy of the
emails anymore, just the
requestor and taker.

I see that you can set permissions on owner, which is great. But
what do I set for Watcher
so they get an email notification of a new ticket?

You need to write a custom Condition, something like:
On Correspond if the owner is Nobody
and slap that in place of the On Correspond part of On Correspond
Notify AdminCcs. This has come up on the list recently, but I don’t
know if anyone has posted working code.

-kevin

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