AutoCcOwner

AutoCcOwner

This scrip adds the new owner of a ticket to the Cc list when the owner is changed. This is useful if you want all successive (including the current) owners of a ticket to see followups of tickets.

Description: AutoCcOwner
Condition: On Owner Change
Action: User Defined
Custom action preparation code:
 my $last_id = $self->TransactionObj->NewValue;
 my $temp_user = RT::User->new();
 $temp_user->Load($last_id);
 my $last_email = $temp_user->EmailAddress();
 $self->TicketObj->AddWatcher( Type => "Cc",
                             Email => $last_email);
 return 1;

Custom action cleanup code:
 return 1;
Template: Global template: Blank

You can also change the:

$self->TicketObj->AddWatcher( Type => "Cc",
                            Email => $last_email);

to:

$self->TicketObj->AddWatcher( Type => "AdminCc",
                            Email => $last_email);

to make this add the owner as AdminCc.

Update: thinking back: this is silly. You just need to make a script that notifies the current owner and use the AutoCcLastOwner to add previous owners.

-- Comment: I don't think it's silly. If you notify Owner and adminCC with separate scrips, you get multiple "Outgoing mail recorded" lines cluttering the ticket. This is nice and clean IMO.