So, do you not have group email addresses like that in your organization? Addresses like [EMAIL PROTECTED] or [EMAIL PROTECTED] I thought most organizations did. Of course, everyone also has their own email address, but their address also belongs to the "larger", group address (typically the name of their department).
If you did this, you could create Users on you installation of RT with the appropriate department names and email addresses (e.g. Username - Network; Email - [EMAIL PROTECTED]), and your helpdesk could just make the "Owner" of the ticket one of those "group accounts". For example if Helpdesk Lady selected 'Network' from the Owner dropdown, then RT would Notify [EMAIL PROTECTED] via email that they have a new ticket (On Owner Change Notify Owner as Comment with template Transaction). It kind of works the same way on our list here, right? We all belong to rt-users@lists.bestpractical.com, and when one of us sends an email we all get it. Anyway, then the Network/Workstation team lead or the team "ticketmaster" (if it's a rolling role) can distribute the ticket to the appropriate person on the team. Or if you don't have anyone like that, then once everyone reads the ticket, the appropriate person will know to take it. How about that? -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of TeleMole Sent: Thursday, April 20, 2006 8:19 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] custom scrip help - mail to GROUP Hi all, We use RT to distribute tickets to various groups within our IT dept. Tickets are created in a master drop queue called IT - then our helpdesk folks assign this ticket to another queue which has a specific work group associated with it (network, workstation etc...) I want a mail to go out to the group associated with that newly assigned queue when a job is moved from IT to that queue (ie. "There is new work in your queue - someone please take the ticket") This way the appropriate person can take the ticket. We don't want them to have to sit and monitor the queue all day - and an email to the gropu would be perfect - anyone doing this? or know how? Cheers, Sean Daniels _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html