Re: [rt-users] Notification problem
On Jun 27, 2007, at 11:49 PM, Kenneth Crocker wrote: To all, I was under the assumption that any global scrip applied to all queues, but that if one created a "queue only" scrip with the same name, the global scrip would be ignored. Templates yes, Scrips, no. -j PGP.sig Description: This is a digitally signed message part ___ 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
Re: [rt-users] Notification problem
Forrest,
Thanks. I'm going to do something like that to ignore the Queue that
doesn't want the E_mail.
Kenn
LBNL
Forrest Blount wrote:
Hi Kenn-- we have a similar situation. I'm getting around it by using
the following as a custom condition on the global scrip (I have no idea
if your idea re: local scrips of same name super-ceding global scrips).
Obviously this particular bit of code is for transactions where tickets
are being resolved-- depending on the global scrip you may want to tweak
that as well.
# test if the ticket is being resolved and in the /queuename/(queue name
must be case sensitive)
# if it is, don't run the scrip, if it isn't, run it
if (($self->TransactionObj->NewValue eq "resolved") &&
($self->TransactionObj->Type eq "Status") &&
($self->TicketObj->QueueObj->Name ne "/queuename/"))
{
return 1;
} else {
return undef;
}
Forrest
Kenneth Crocker wrote:
To all,
I was under the assumption that any global scrip applied to all
queues, but that if one created a "queue only" scrip with the same
name, the global scrip would be ignored. I have a global scrip that
states:
name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate
I have duplicated this scrip by name for queue "GL":
name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate
The difference is the "as comment" part. I thought the "as
comment" meant that an E_mail will NOT go out (otherwise, why have
that difference?). I made this second scrip because out of 50+ queues,
the owner of the GL queue does not want this type of notification. So,
I thought by creating the second scrip, it would resolve the problem.
IT doesn't work. The AdminCc and the CC watchers still get E_mail on
correspondence. Anyone have a clue as to why? Thanks.
Kenn
LBNL
___
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
___
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
Re: [rt-users] Notification problem
Stephen, Thanks for that info. Glad to know it. I think I will just modify the global scrip to ignore that one Queue. That's easier than dropping it and making 50+ Queue specific scrips. Kenn LBNL Stephen Turner wrote: At Wednesday 6/27/2007 05:49 PM, Kenneth Crocker wrote: To all, I was under the assumption that any global scrip applied to all queues, but that if one created a "queue only" scrip with the same name, the global scrip would be ignored. I have a global scrip that states: name: Notify other recipients on correspond condition: on correspond action: notify other recipients template: global template: correspondence stage: TransactionCreate I have duplicated this scrip by name for queue "GL": name: Notify other recipients on correspond condition: on correspond action: notify other recipients as comment template: global template: correspondence stage: TransactionCreate The difference is the "as comment" part. I thought the "as comment" meant that an E_mail will NOT go out (otherwise, why have that difference?). I made this second scrip because out of 50+ queues, the owner of the GL queue does not want this type of notification. So, I thought by creating the second scrip, it would resolve the problem. IT doesn't work. The AdminCc and the CC watchers still get E_mail on correspondence. Anyone have a clue as to why? Thanks. Kenn LBNL Hello Kenn, Neither of these scrips should notify watchers - 'other recipients' are one-time recipients that you'd type on the reply screen. So I'd say the notifications you see are coming from another scrip. Also - "as comment" means that the mail will be sent with the queue's comment address as the return address. So if someone replies, their reply will come back to the ticket as a comment. Steve ___ 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 ___ 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
Re: [rt-users] Notification problem
At Wednesday 6/27/2007 05:49 PM, Kenneth Crocker wrote: To all, I was under the assumption that any global scrip applied to all queues, but that if one created a "queue only" scrip with the same name, the global scrip would be ignored. I have a global scrip that states: name: Notify other recipients on correspond condition: on correspond action: notify other recipients template: global template: correspondence stage: TransactionCreate I have duplicated this scrip by name for queue "GL": name: Notify other recipients on correspond condition: on correspond action: notify other recipients as comment template: global template: correspondence stage: TransactionCreate The difference is the "as comment" part. I thought the "as comment" meant that an E_mail will NOT go out (otherwise, why have that difference?). I made this second scrip because out of 50+ queues, the owner of the GL queue does not want this type of notification. So, I thought by creating the second scrip, it would resolve the problem. IT doesn't work. The AdminCc and the CC watchers still get E_mail on correspondence. Anyone have a clue as to why? Thanks. Kenn LBNL Hello Kenn, Neither of these scrips should notify watchers - 'other recipients' are one-time recipients that you'd type on the reply screen. So I'd say the notifications you see are coming from another scrip. Also - "as comment" means that the mail will be sent with the queue's comment address as the return address. So if someone replies, their reply will come back to the ticket as a comment. Steve ___ 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
Re: [rt-users] Notification problem
Hi Kenn-- we have a similar situation. I'm getting around it by using
the following as a custom condition on the global scrip (I have no idea
if your idea re: local scrips of same name super-ceding global scrips).
Obviously this particular bit of code is for transactions where tickets
are being resolved-- depending on the global scrip you may want to tweak
that as well.
# test if the ticket is being resolved and in the /queuename/(queue name
must be case sensitive)
# if it is, don't run the scrip, if it isn't, run it
if (($self->TransactionObj->NewValue eq "resolved") &&
($self->TransactionObj->Type eq "Status") &&
($self->TicketObj->QueueObj->Name ne "/queuename/"))
{
return 1;
} else {
return undef;
}
Forrest
Kenneth Crocker wrote:
To all,
I was under the assumption that any global scrip applied to all
queues, but that if one created a "queue only" scrip with the same
name, the global scrip would be ignored. I have a global scrip that
states:
name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate
I have duplicated this scrip by name for queue "GL":
name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate
The difference is the "as comment" part. I thought the "as
comment" meant that an E_mail will NOT go out (otherwise, why have
that difference?). I made this second scrip because out of 50+ queues,
the owner of the GL queue does not want this type of notification. So,
I thought by creating the second scrip, it would resolve the problem.
IT doesn't work. The AdminCc and the CC watchers still get E_mail on
correspondence. Anyone have a clue as to why? Thanks.
Kenn
LBNL
___
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
___
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
[rt-users] Notification problem
To all, I was under the assumption that any global scrip applied to all queues, but that if one created a "queue only" scrip with the same name, the global scrip would be ignored. I have a global scrip that states: name: Notify other recipients on correspond condition: on correspond action: notify other recipients template: global template: correspondence stage: TransactionCreate I have duplicated this scrip by name for queue "GL": name: Notify other recipients on correspond condition: on correspond action: notify other recipients as comment template: global template: correspondence stage: TransactionCreate The difference is the "as comment" part. I thought the "as comment" meant that an E_mail will NOT go out (otherwise, why have that difference?). I made this second scrip because out of 50+ queues, the owner of the GL queue does not want this type of notification. So, I thought by creating the second scrip, it would resolve the problem. IT doesn't work. The AdminCc and the CC watchers still get E_mail on correspondence. Anyone have a clue as to why? Thanks. Kenn LBNL ___ 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
