Re: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Tom, You might want to use a different template for the "onCreate" scrip. Kenn LBNL On 1/11/2008 10:41 PM, Tom H wrote: Kenneth Crocker wrote: Tom, If you can put them all in one group, or if they are already in groups that only have "takers" as members, then list the group(s) in the Watchers: "CC" of the appropriate queues. Then all you need do is create a notification scrip for "OnCreate" to "Notify CC's". That would work. How do you plan to maintain the membership of this "Takers" group? Hi, I see what you mean now, If I removed the following global script; " (no value) On Correspond Notify Requestors and Ccs with template Correspondence" And replaced it with the following; " (no value) On Correspond Notify Requestors with template Correspondence" and " (no value) On Create Notify cs with template Correspondence" And added my "project A group" to the watchers list for "project A queue", then the CC list would only be notified of new tickets, and not get all the correspondence!!! I guess I was hoping not to mess with the default watchers CC list - but as I have not plans to use it currently, that makes for a neat solution. (I think I have got that correctly?) Thanks, Tom Hodder ___ 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] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Kenneth Crocker wrote: > Tom, > > If you can put them all in one group, or if they are already in > groups that only have "takers" as members, then list the group(s) in the > Watchers: "CC" of the appropriate queues. Then all you need do is create > a notification scrip for "OnCreate" to "Notify CC's". That would work. > How do you plan to maintain the membership of this "Takers" group? Hi, I see what you mean now, If I removed the following global script; " (no value) On Correspond Notify Requestors and Ccs with template Correspondence" And replaced it with the following; " (no value) On Correspond Notify Requestors with template Correspondence" and " (no value) On Create Notify cs with template Correspondence" And added my "project A group" to the watchers list for "project A queue", then the CC list would only be notified of new tickets, and not get all the correspondence!!! I guess I was hoping not to mess with the default watchers CC list - but as I have not plans to use it currently, that makes for a neat solution. (I think I have got that correctly?) Thanks, Tom Hodder ___ 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] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Tom, Getting an email notification that a ticket was created is not the same as getting an email for ALL correspondence. Setting up a scip for "OnCreate" will NOT trigger when there is just correspondence. A Ticket created in 1 queue by self-service (email) will only trigger 1 time. Any other correspondence in that queue for that ticket will only trigger another email if it is set for "OnCorrespondence". Maybe I don't understand what your problem is. Kenn LBNL On 1/11/2008 2:32 PM, Tom H wrote: Kenneth Crocker wrote: Tom, If you can put them all in one group, or if they are already in groups that only have "takers" as members, then list the group(s) in the Watchers: "CC" of the appropriate queues. Then all you need do is create a notification scrip for "OnCreate" to "Notify CC's". That would work. How do you plan to maintain the membership of this "Takers" group? Surely, if the "project A group" was in the watchers CC list for the "project A queue", then that "project A group" would get copies of all the replies to all the tickets to that queue, regardless of whether they owned it or not? (I thought that was the point of the watchers CC list) Basically, I want all the users in the group to get notified that there is a new ticket, but not for that group to get all the replies. realistically, anyone who has seeQueue and takeTicket for a queue, is going to be able to see and take the ticket using the web interface. So all I am suggesting is something to notify those users of that fact. I'm thinking something along the lines of foreach($user = $this->userList){ if($this->queue->hasRight('TakeTicket', $user)){ print "CC: $user->emailAddress \n"; } } But I don't know perl that well, so I am going to have to look into this further. Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Kenneth Crocker wrote: > Tom, > > > If you can put them all in one group, or if they are already in > groups that only have "takers" as members, then list the group(s) in the > Watchers: "CC" of the appropriate queues. Then all you need do is create > a notification scrip for "OnCreate" to "Notify CC's". That would work. > How do you plan to maintain the membership of this "Takers" group? Surely, if the "project A group" was in the watchers CC list for the "project A queue", then that "project A group" would get copies of all the replies to all the tickets to that queue, regardless of whether they owned it or not? (I thought that was the point of the watchers CC list) Basically, I want all the users in the group to get notified that there is a new ticket, but not for that group to get all the replies. realistically, anyone who has seeQueue and takeTicket for a queue, is going to be able to see and take the ticket using the web interface. So all I am suggesting is something to notify those users of that fact. I'm thinking something along the lines of foreach($user = $this->userList){ if($this->queue->hasRight('TakeTicket', $user)){ print "CC: $user->emailAddress \n"; } } But I don't know perl that well, so I am going to have to look into this further. Tom ___ 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] Scrip which retrieves all the users with TakeTicket permission for a ticket or its queue
Tom, If you can put them all in one group, or if they are already in groups that only have "takers" as members, then list the group(s) in the Watchers: "CC" of the appropriate queues. Then all you need do is create a notification scrip for "OnCreate" to "Notify CC's". That would work. How do you plan to maintain the membership of this "Takers" group? Kenn LBNL On 1/11/2008 9:23 AM, Tom H wrote: Hi, I want to give all the users who can "TakeTicket" the opportunity to do so, by notifying them. But I don't want to add them to the AdminCC list as they would get far too much mail. So I want to create a custom scrip which "On Create", searches for all the users who have "TakeTicket" right, and send them a Template email notifying them. I haven't the foggiest how to start to do this, and the wiki seems to be partially down at the moment, or at least very slowat the mo. Thanks, T. ___ 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