[rt-users] RE notify colleagues about a ticket in RT web interface (not by mail)

[Raphaël MOUNEYRES]

Hello,

here, when someone need help from someone else, he writes a comment as you 
do, and then gives the ticket to the person from who he wantq support. 
A scrip informs him by email, and the ticket is now in his list.
When this second person has finished helping/commenting, he can give back 
the ticket to the firt person.
This is a simple mechanism, but working here.

Raphaël MOUNEYRES




Stefan Vollmar <vollmar at nf.mpg.de> 
Envoyé par : rt-users-bounces at lists.bestpractical.com
01/12/2011 15:35

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rt-users at lists.bestpractical.com
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Objet
[rt-users] notify colleagues about a ticket in RT web interface (not by 
mail)






Hi,

we have just started using RT and come across this problem: a ticket has 
been opened (by one of our users via a simplified web interface or 
internally), somebody in the support group has started working on it 
(she/he is now the owner) but finds that other colleagues should be 
involved at some stage. Now using a CC or AdminCC with the "comment" 
action can be used to notify the colleague that help would be appreciated 
with this case. However, this notification is mail-based and (in our case) 
some members of the support group will look at the RT web interface more 
often than at their mail clients - but the ticket will not show in either 
of their default ticket lists (it is neither "unowned", nor is it "owned" 
by them). Is there a recommended way to notify regular RT users (in the RT 
web interface) that they should look into a ticket - other than generating 
mail notifications for them or making them the owner of a case?

Many thanks in advance for any help with this!

Best regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut für neurologische Forschung
Gleueler Str. 50, 50931 Köln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de








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