Is there some reason RT doesn’t automatically notify owners of correspondence
(and comments if they have ACLs) out of the box? I checked the list archives,
and there’re some comments about rolling your own scrips, but that’s not very
intuitive. There’s very little in the book either (a table entry in
the CSR example).
Worse, it sounds like a PITA to do yourself if you (reasonably) want to avoid
potential duplicate notices.
I’ve been looking at the “Scrips an Recipients” box, but it never
really stuck that the
owner wasn’t listed; because, really, why wouldn’t he be notified?? I
just checked
our 3.8.1 installation, and the owner definitely does not receive
messages, contrary
to DWIMmery. This would, incidentally, explain why our apparently unresponsive
consultant is unresponsive…
–shocked in awe
Cambridge Energy Alliance: Save money. Save the planet.
To clarify, all the materials I’d ever read about RT gave the impression
that ownership of a ticket was essentially a special case of ticket-admincc
(monitor transactions, and get some extra rights).
Cambridge Energy Alliance: Save money. Save the planet.
I have a scrip - On Correspond Notify Owner with template
CorrespondedTicket. I don’t know, however, if I did that one or if it
came out of the box (possibly in an older release since this install
ultimately came from 2.x).
Should be pretty simple to write if needed, as it is a very narrow case.
Jerrad Pierce wrote:
To clarify, all the materials I’d ever read about RT gave the impression
that ownership of a ticket was essentially a special case of ticket-admincc
(monitor transactions, and get some extra rights).
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati
I'm not sure what you got out of the box or if someone deleted a global
scrip, but I’ll walk you thru it. By the way, There are may
installations (like ours) that do not want all sorts of Email filling up
their inbox, so we have kept our Global notifications to a minimum and
set them up on a queue by queue basis. To set up a “global” notification
scrip navigate thus: Configuration->Global->Scrips. Enter a name for the
scrip like “Notify Owner on Correspondence”. On the condition line
select “On Correspond” and for the action, select “Notify Owner” (as
opposed to “Notify Owner as comment”. The latter will leave the
correspondence in the history, but no Email sent out). Then select a
template (like Global: Correspondence) and then hit create.
Try to keep in mind that RT gives each installation the ability to do
all sorts of customization and the “built-in” stuff (like Email
notifications) is kept to a minimum. If you have any trouble with this,
let me know. Hope this helps.
Is there some reason RT doesn’t automatically notify owners of correspondence
(and comments if they have ACLs) out of the box? I checked the list archives,
and there’re some comments about rolling your own scrips, but that’s not very
intuitive. There’s very little in the book either (a table entry in
the CSR example).
Worse, it sounds like a PITA to do yourself if you (reasonably) want to avoid
potential duplicate notices.
I’ve been looking at the “Scrips an Recipients” box, but it never
really stuck that the
owner wasn’t listed; because, really, why wouldn’t he be notified?? I
just checked
our 3.8.1 installation, and the owner definitely does not receive
messages, contrary
to DWIMmery. This would, incidentally, explain why our apparently unresponsive
consultant is unresponsive…
Not that I know of. Rights for roles have to be set up just like for a
user-defined group and Custom Fields. RT has no way of knowing what
rights you want a person to have, who is going to manage the queue, who
will have modify rights to a ticket, who is allowed to make “comment
only” on a ticket, etc. As far as I know, there are no special set of
rights given for roles. Hope this helps.
To clarify, all the materials I’d ever read about RT gave the impression
that ownership of a ticket was essentially a special case of ticket-admincc
(monitor transactions, and get some extra rights).