Dear list
I want to be a little bit more proactive through my RT 3.4.4
Got a group called ’ customers ’ ( including x users ) and a queue
called ‘planned work’.
When a new ticket is opened or modified by a staff member in this queue,
i want all the customers’s group contacts to be notified by mail. With
the right ACL policy, users will access to this queue though the web
interface. I don’t have any problem with this last point but with the
mail notification job.
I suppose that i have to use a scrip like ’ On Create Notify Other
Recipients with template xxxxxx ’ and then i’ll have to define ma
recipient list into the template, but i’m not geek enough to find the
easyest way to do it : )
Any help on this point will be appreciated.
Thanks again.
Merry Christmas.
Max.
Have you try with a simple mailling list ?
Best regards,
Hug
Maxime Levasseur wrote:
Dear list
I want to be a little bit more proactive through my RT 3.4.4
Got a group called ’ customers ’ ( including x users ) and a queue
called ‘planned work’.
When a new ticket is opened or modified by a staff member in this queue,
i want all the customers’s group contacts to be notified by mail. With
the right ACL policy, users will access to this queue though the web
interface. I don’t have any problem with this last point but with the
mail notification job.
I suppose that i have to use a scrip like ’ On Create Notify Other
Recipients with template xxxxxx ’ and then i’ll have to define ma
recipient list into the template, but i’m not geek enough to find the
easyest way to do it : )
Any help on this point will be appreciated.
Thanks again.
Merry Christmas.
Max.
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Dear Hug,
I don’t think that a simple maling list would be the best way to deal
with this case : It will work but managing RT users ( group = Customers
) through the web interface + managing a mailing list including all the
customers’ email contacts already entered in RT interface = double work
quantity …
Got to find something more automatic
Best Regards to you.
Hugues Lepesant wrote:
I don’t think that a simple maling list would be the best way to deal
with this case : It will work but managing RT users ( group = Customers
) through the web interface + managing a mailing list including all the
customers’ email contacts already entered in RT interface = double work
quantity …
Got to find something more automatic
You could just make the customer group an admincc watcher on
the queue although then they’d see each other’s replies.
Otherwise you can probably come up with an sql query
to grab the addresses you want for a mailing. The
sympa list manager might have a place to do the query
for you but it seems complicated to set up.
Les Mikesell
les@futuresource.com
You could just make the customer group an admincc watcher on
the queue although then they’d see each other’s replies.
Works fine with this option … the admin cc option wasn’t clear for me.
RT is a really great tool.
Thanks again for your help.
Max.
You could just make the customer group an admincc watcher on
the queue although then they’d see each other’s replies.
Works fine with this option … the admin cc option wasn’t clear for me.
RT is a really great tool.
From your first message I thought you might want something
more complicated. I have a few queues that are just used to
notify a lot of people who don’t otherwise interact with RT
and for that I add a single dummy user with an email address
that is really an internal email distribution group.
Les Mikesell
les@futuresource.com
what you are looking for is much more simplier … set your Customers
group as CC watchers on your planned work queue …
then make sure you have 2 scrips
1- with condittion On Create and action notify cc
2- with condition On Correspondence and action notify cc
No perl to write, all from the front end,
Roy
Hugues Lepesant wrote: