{ Name => 'root',
Gecos => 'root',
- RealName => 'Enoch Root',
+ RealName => 'RT Admin',
Password => 'password',
EmailAddress => "root\@localhost",
Comments => 'SuperUser',
}, );
@Queues = ({ Name => 'support',
- Description => 'Queue for general issues',
+ Description => 'Support',
CorrespondAddress => 'support@PLC_RT_HOSTNAME',
- CommentAddress => '', },
-
- { Name => 'monitor',
- Description => 'Queue for monitor',
- CorrespondAddress => 'monitor@PLC_RT_HOSTNAME',
- CommentAddress => '', },
-
- { Name => 'security',
- Description => 'Queue for security issues',
- CorrespondAddress => 'security@PLC_RT_HOSTNAME',
- CommentAddress => '', },
-
- { Name => 'legal',
- Description => 'Queue for legal issues',
- CorrespondAddress => 'legal@PLC_RT_HOSTNAME',
CommentAddress => '', },
{ Name => '___Approvals',
Name => 'Blank', # loc
Description => 'A blank template', # loc
Content => '', },
- { Queue => '0',
- Name => 'Autoreply', # loc
- Description => 'Default Autoresponse template', # loc
- Content => 'Subject: AutoReply: {$Ticket->Subject}
-
-
-Greetings,
-
-This message has been automatically generated in response to the
-creation of a trouble ticket regarding:
- "{$Ticket->Subject()}",
-a summary of which appears below.
-
-There is no need to reply to this message right now. Your ticket has been
-assigned an ID of [{$rtname} #{$Ticket->id()}].
-
-Please include the string:
-
- [{$rtname} #{$Ticket->id}]
-
-in the subject line of all future correspondence about this issue. To do so,
-you may reply to this message.
-
- Thank you,
- {$Ticket->QueueObj->CorrespondAddress()}
-
--------------------------------------------------------------------------
-{$Transaction->Content()}
-'
- },
{ Queue => '0',
Name => 'Transaction', # loc
{ ScripCondition => 'On Owner Change',
ScripAction => 'Notify Owner',
Template => 'Transaction' },
- { ScripCondition => 'On Create',
- ScripAction => 'AutoReply To Requestors',
- Template => 'AutoReply' },
- { ScripCondition => 'On Create',
- ScripAction => 'Notify AdminCcs',
- Template => 'Transaction' },
- { ScripCondition => 'On Correspond',
- ScripAction => 'Notify AdminCcs',
- Template => 'Admin Correspondence' },
- { ScripCondition => 'On Correspond',
- ScripAction => 'Notify Requestors And Ccs',
- Template => 'Correspondence' },
{ ScripCondition => 'On Correspond',
ScripAction => 'Notify Other Recipients',
Template => 'Correspondence' },
- { ScripCondition => 'On Comment',
- ScripAction => 'Notify AdminCcs As Comment',
- Template => 'Admin Comment' },
- { ScripCondition => 'On Comment',
- ScripAction => 'Notify Other Recipients As Comment',
- Template => 'Correspondence' },
- { ScripCondition => 'On Resolve',
- ScripAction => 'Notify Requestors',
- Template => 'Resolved' },
+
{ Description => "When an approval ticket is created, notify the Owner and AdminCc of the item awaiting their approval", # loc
Queue => '___Approvals',
ScripCondition => 'User Defined',
{ UserId => 'root', # - principalid
Right => 'SuperUser', },
+
);