NotificationsTuning: Difference between revisions
m (2 revisions imported) |
(No difference)
|
Revision as of 15:15, 6 April 2016
NotificationsTuning
This page describes a team organization example, and how we send notifications. We talk about an IT team, managing servers and applications.
Introduction
We have in our RT many queues, and from 2 to 4 adminccs per queue. The incoming tickets arrive in an INCOMING queue and are dispatched by some people to the appropriate queue. When a ticket enters a queue, it belongs to nobody and one of the adminccs takes the ticket (depending on the workload of each others, holidays etc...). Then the ticket lives and is resolved. I describe here the notifications we use, hoping it will help people. Any comments/optimizations/etc are welcome at the end of the file.
Summary
When a new ticket is created :
- notify requestor with an autoreply
- notify owner he has a new ticket (if the ticket was created and assigned at the same time)
- notify adminccs of the queue that a new ticket is available in their queue
When there is an owner change :
- notify (new) owner
- notify other adminccs that the ticket is taken by one of them (so they don't have to take care of it)
When there is a queue change :
- notify adminccs of the new queue there is a new ticket
When there is a correspondance on a ticket (reply):
- notify requestors, ccs
- notify other recipients
- notify owner
- notify adminccs
When there is a comment on a ticket :
- notify owner
- notify admincc
When a ticket is resolved :
- notify requestor
- notify adminccs someone (one of them) resolved the ticket
I created new templates starting with "MY" and associated them to scrips. I put in these templates what makes sense to me, and I added a line explaining the reason why you receive this mail.
Patch to send less notifications
But with this configuration (and with the default one), we had a problem : we received too many emails for the same thing : For example :
- a (privilieged) user sends a request to RT for a task he has to do.
- people managing tickets assign it to him, and put it in a queue he is admincc for
So this user is requestor, owner, and admincc : he gets 3 emails on each correspondance.
This is the patch (ugly patch but it works) I applied to lib/RT/Action/Notify.pm (well, I created a new file local/lib/RT/Action/Notify.pm) . It has been tested on RT 3.8.2 and 3.8.7 :
# cat Notify.patch --- /Notify.pm.orig 2010-01-06 16:03:20.000000000 +0100 +++ Notify.pm 2010-02-01 16:36:00.000000000 +0100 @@ -85,6 +85,11 @@ $arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc/; my ( @To, @PseudoTo, @Cc, @Bcc ); + my $requestor_emails = join(' ',($ticket->Requestors->MemberEmailAddresses)); + my $admincc_emails = join(' ',($ticket->AdminCc->MemberEmailAddresses)); + my $owner_email = join(' ',($ticket->OwnerObj->EmailAddress)); + my $queueadmincc_emails = join(' ',($ticket->QueueObj->AdminCc->MemberEmailAddresses)); + my @requestor_emails_array = split(/ /,$requestor_emails); if ( $arg =~ /\bOtherRecipients\b/ ) { @@ -115,7 +120,7 @@ } } - if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id ) { + if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id && $requestor_emails !~ $owner_email ){ # If we're not sending to Ccs or requestors, # then the Owner can be the To. if (@To) { @@ -128,8 +133,18 @@ } if ( $arg =~ /\bAdminCc\b/ ) { - push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses ); - push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses ); + # Notification already sent for requestor + foreach (@requestor_emails_array){ + $admincc_emails =~ s/$_//g; + $queueadmincc_emails =~ s/$_//g; + } + # Notification already sent for owner + $admincc_emails =~ s/$owner_email//g; + $queueadmincc_emails =~ s/$owner_email//g; + + push ( @Bcc, $admincc_emails ); + push ( @Bcc, $queueadmincc_emails ); + } if ( RT->Config->Get('UseFriendlyToLine') ) {
This is what the patch does :
- always send an email to the requestor for a correspondance ("Reply")
- if user is requestor and owner, do not send to the owner (an email has already been sent to the requestor)
- if a user is requestor or owner and admincc, remove him from the list of admincc (as he has already been notified either because he's a requestor or a owner) and send the email to this list of admincc .
That also means the template received by the user depends on his role (sometimes he will receive the requestor template, sometimes the owner, sometimes the admincc). But as basically it's the same thing, we don't mind.
This is the test matrix :
ROA | S | P | T ------------------ 000 | x | x | x 001 | 1 | 1 | A 010 | 1 | 1 | O 011 | 2 | 1 | O 100 | 1 | 1 | R 101 | 2 | 1 | R 110 | 2 | 1 | R 111 | 3 | 1 | R
- R : is requestor
- O : is owner
- A : is admincc
- S : Number of emails sent with Standard notify.pm
- P : Number of emails sent with Patched notify.pm
- T : Template used (Requestor, Owner, AdminCc)
I've not managed the Cc part, and the comments because our main problem was the duplicate emails generated by correspondences.
And it works very well. No more useless notifications.
Details of the Global scrips :
Id Description Stage Condition Action Template ------------------------------------------------------------------------------------------------------------------------------------------------- 1 Autoreply TransactionCreate User Defined Autoreply To Requestors Autoreply 2 On Create Notify Owner TransactionCreate On Create Notify Owner MY Create Notify Owner template 3 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs MY Create Notify AdminCc template 4 On Owner Change Notify Owner TransactionCreate On Owner Change Notify Owner MY Owner Change Notify Owner template 5 On Owner Change Notify AdminCc TransactionCreate On Owner Change Notify AdminCcs as Comment MY Comment ChangeOwner 6 On Queue Change Notify AdminCcs TransactionCreate On Queue Change Notify AdminCcs MY Queue Change Notify AdminCcs 7 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank 8 On Correspond Notify Requestors and Ccs TransactionCreate On Correspond Notify Requestors and Ccs MY Correspond Notify Requestor and Ccs 9 On Correspond Notify Other Recipients TransactionCreate On Correspond Notify Other Recipients MY Correspond Notify Other recipients 10 On Correspond Notify Owner TransactionCreate On Correspond Notify Owner MY Correspond Notify Owner 11 On Correspond Notify AdminCcs TransactionCreate On Correspond Notify AdminCcs MY Correspond Notify AdminCc 12 On Comment Notify AdminCcs as Comment TransactionCreate On Comment Notify AdminCcs as Comment MY Comment AdminCc 13 On Comment Notify Owner as Comment TransactionCreate On Comment Notify Owner as Comment MY Comment Owner 14 On Resolve Notify Requestors TransactionCreate On Resolve Notify Requestors MY Ticket Resolved 15 On Resolve Notify AdminCcs TransactionCreate On Resolve Notify AdminCcs as Comment MY Comment AdminCc Resolved
Templates
Here are the templates :
1) Default
2) MY Create Notify Owner template
RT-Attach-Message: yes You receive this email because you are owner of a new ticket. This new ticket has been created and assigned to you: ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
3) MY Create Notify AdminCc template
RT-Attach-Message: yes You receive this email because you are AdminCc of {$Ticket->QueueObj->Name} queue. A new ticket has been created in this queue. Click here to take it :{$RT::WebURL}Ticket/Display.html?Action=Take&id={$Ticket->id} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
4) MY Owner Change Notify Owner template
You receive this email because you become owner of this ticket. You are now the owner of ticket #{$Ticket->id} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" =====================================================================
5) MY Comment ChangeOwner
RT-Attach-Message: yes You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue. Ticket taken by {$Ticket->OwnerObj->Name}. ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" =====================================================================
6) MY Queue Change Notify AdminCcs
RT-Attach-Message: yes You receive this email because you are AdminCc of {$Ticket->QueueObj->Name} queue. {$Transaction->Description} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" =====================================================================
7) Default
8) MY Correspond Notify Requestor and Ccs
RT-Attach-Message: yes You receive this email because you are Requestor or Cc on this ticket. {$Transaction->Description} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
9) MY Correspond Notify Other recipients
RT-Attach-Message: yes You receive this email because you are in the list of recipients of this ticket. {$Transaction->Description} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
10) MY Correspond Notify Owner
RT-Attach-Message: yes You receive this email because you are owner of this ticket. {$Transaction->Description} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
11) MY Correspond Notify AdminCc
RT-Attach-Message: yes You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue. {$Transaction->Description} ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
12) MY Comment AdminCc
RT-Attach-Message: yes You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue. {$Transaction->Description}. This message is not sent to the requestors. ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
13) MY Comment Owner
RT-Attach-Message: yes You receive this email because you are Owner of this ticket. {$Transaction->Description}. This message is not sent to the requestors. ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" {$Transaction->Content()} =====================================================================
14) MY Ticket Resolved
Subject: Resolved: {$Ticket->Subject} Request {$Ticket->id} was acted upon. Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} According to our tests, your request has been resolved. If you have any further questions or concerns, please open a new ticket or reopen this one by replying to this email. {$Transaction->CreatedAsString}: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Owner: {$Ticket->OwnerObj->Name} Requestors: {$Ticket->RequestorAddresses} Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
15) MY Comment AdminCc Resolved
RT-Attach-Message: yes You receive this email because you are AdminCc on {$Ticket->QueueObj->Name} queue. Ticket resolved by {$Ticket->OwnerObj->Name}. ===================================================================== Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Queue: {$Ticket->QueueObj->Name} Requestors: {$Ticket->RequestorAddresses} Owner: {$Ticket->OwnerObj->Name} Status: {$Ticket->Status} Subject: "{$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" =====================================================================
Discussions/remarks/etc...
Christophe {dot} Sahut {at} sgs {dot} com