3 { Name => 'Support Watch List',
4 Gecos => 'support watch list',
5 RealName => 'supportwatchlist',
7 EmailAddress => 'PLC_RT_CC_ADDRESS',
9 Privileged => '1', } );
11 # These addresses all use the same email but it can easily be changed within RT
14 Watchers => [ {Email => 'PLC_RT_CC_ADDRESS', Type => 'AdminCC',} ] },
16 Watchers => [ {Email => 'PLC_RT_CC_ADDRESS', Type => 'AdminCC',} ] },
18 Watchers => [ {Email => 'PLC_RT_CC_ADDRESS', Type => 'AdminCC',} ] },
19 { Queue => 'security',
20 Watchers => [ {Email => 'PLC_RT_CC_ADDRESS', Type => 'AdminCC',} ] },
24 { GroupDomain => 'SystemInternal',
25 GroupType => 'Everyone',
26 Right => 'CreateTicket', },
28 { GroupDomain => 'SystemInternal',
29 GroupType => 'Everyone',
30 Right => 'ReplyToTicket', },
32 { GroupDomain => 'RT::System-Role',
33 GroupType => 'AdminCc',
34 Right => 'WatchAsAdminCc', },
36 { GroupDomain => 'RT::System-Role',
38 Right => 'ReplyToTicket', },
40 { GroupDomain => 'RT::System-Role',
44 { GroupDomain => 'RT::System-Role',
46 Right => 'ReplyToTicket', },
48 { GroupDomain => 'RT::System-Role',
50 Right => 'ModifyTicket', },
54 { ScripCondition => 'On Create',
55 ScripAction => 'AutoReply To Requestors',
56 Template => 'AutoReply' },
57 { ScripCondition => 'On Correspond',
58 ScripAction => 'Notify Requestors, Ccs and AdminCcs',
59 Template => 'PlanetLab Correspond with CC in body', },
60 { ScripCondition => 'On Create',
61 ScripAction => 'Notify AdminCcs',
62 Template => 'PlanetLab Create with CC in body', },
67 Name => 'Autoreply', # loc
68 Description => 'Default Autoresponse template', # loc
69 Content => 'Subject: AutoReply: {$Ticket->Subject}
73 Thank you very much for reporting this.
75 This message was automatically generated in response to the
76 creation of a trouble ticket regarding:
78 "{$Ticket->Subject()}"
80 There is no need to reply to this message right now. Your ticket has been
81 assigned an ID of [{$rtname} #{$Ticket->id()}].
83 Please include the string:
85 [{$rtname} #{$Ticket->id}]
87 in the subject line of all future correspondence about this issue. To do so,
88 you may reply to this message.
91 {$Ticket->QueueObj->CorrespondAddress()}
93 -------------------------------------------------------------------------
94 {$Transaction->Content()}
99 Name => 'PlanetLab Correspond with CC in body',
100 Description => 'Message with the recipients in the header', # loc
101 Content => 'RT-Attach-Message: yes
103 Email Recipients (see http://PLC_RT_HOSTNAME/support )
104 Owner: {$Ticket->OwnerObj->Name}
105 Requestor: {$Ticket->RequestorAddresses}
106 { if ($acc=$Ticket->AdminCcAddresses) { " Ticket Ccs: " . $acc } }
108 ==================================================
110 {$Transaction->Content()}
115 Name => 'PlanetLab Create with CC in body',
116 Description => 'Create with CC in body', # loc
117 Content => 'RT-Attach-Message: yes
119 Email Recipients (see http://PLC_RT_HOSTNAME/support )
120 Owner: {$Ticket->OwnerObj->Name}
121 Requestor: {$Ticket->RequestorAddresses}
122 { if ($acc=$Ticket->AdminCcAddresses) { " Ticket Ccs: " . $acc } }
124 ==================================================
126 {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
127 Transaction: {$Transaction->Description}
129 Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}
131 {$Transaction->Content()}
138 Description => 'Queue for monitor',
139 CorrespondAddress => 'monitor@PLC_RT_HOSTNAME',
140 CommentAddress => '', },
142 { Name => 'security',
143 Description => 'Queue for security issues',
144 CorrespondAddress => 'security@PLC_RT_HOSTNAME',
145 CommentAddress => '', },
148 Description => 'Queue for legal issues',
149 CorrespondAddress => 'legal@PLC_RT_HOSTNAME',
150 CommentAddress => '', },