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

[Stefan Vollmar]

Dear Thomas,

I think I was able to solve it myself: I needed to be logged in as root. I could then save the modified query (from query builder), then select Configuration:Globals:RT-at-a-Glance and replace the default query with the one I had just saved - neat!

Warm regards,
 Stefan

Begin forwarded message:

> From: Stefan Vollmar <vollmar at nf.mpg.de>
> Date: 1. Dezember 2011 22:49:32 MEZ
> To: Thomas Sibley <trs at bestpractical.com>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] notify colleagues about a ticket in RT web interface (not by mail)
> 
> Dear Thomas,
> 
> On 01.12.2011, at 15:48, Thomas Sibley wrote:
> 
>> On 12/01/2011 09:17 AM, Stefan Vollmar wrote:
>>> [...] 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?
>> 
>> A common approach is to add the staff as a ticket AdminCc and add a new
>> homepage/dashboard search (or modify the existing ones) to check
>> AdminCc.id = '__CurrentUser__'
> 
> 
> Great, thanks! I think that would solve our current problem. It seems that
> 
> (Owner = '__CurrentUser__' OR  Cc.id = '__CurrentUser__' OR
> AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open')
> 
> worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter?
> 
> Many thanks in advance!
> Warm regards,
> Stefan
> -- 
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut für neurologische Forschung
> Gleuelerstr. 50, 50931 Köln, Germany
> Tel.: +49-221-4726-213  FAX +49-221-4726-298
> Tel.: +49-221-478-5713  Mobile: 0160-93874279
> Email: vollmar at nf.mpg.de   http://www.nf.mpg.de
> 
> 
> 
> 
> 
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston ˜ March 5 & 6, 2012

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






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