<br><font size=2 face="sans-serif">Hello,</font>
<br>
<br><font size=2 face="sans-serif">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. </font>
<br><font size=2 face="sans-serif">A scrip informs him by email, and the
ticket is now in his list.</font>
<br><font size=2 face="sans-serif">When this second person has finished
helping/commenting, he can give back the ticket to the firt person.</font>
<br><font size=2 face="sans-serif">This is a simple mechanism, but working
here.</font>
<br><font size=2 face="sans-serif"><br>
Raphaël MOUNEYRES</font>
<br>
<br>
<br>
<br>
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<td width=40%><font size=1 face="sans-serif"><b>Stefan Vollmar <vollmar@nf.mpg.de></b>
</font>
<br><font size=1 face="sans-serif">Envoyé par : rt-users-bounces@lists.bestpractical.com</font>
<p><font size=1 face="sans-serif">01/12/2011 15:35</font>
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<div align=right><font size=1 face="sans-serif">A</font></div>
<td><font size=1 face="sans-serif">rt-users@lists.bestpractical.com</font>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">cc</font></div>
<td>
<tr valign=top>
<td>
<div align=right><font size=1 face="sans-serif">Objet</font></div>
<td><font size=1 face="sans-serif">[rt-users] notify colleagues about a
ticket in RT web interface (not by mail)</font></table>
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<td></table>
<br></table>
<br>
<br>
<br><tt><font size=2>Hi,<br>
<br>
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?<br>
<br>
Many thanks in advance for any help with this!<br>
<br>
Best regards,<br>
Stefan<br>
-- <br>
Dr. Stefan Vollmar, Dipl.-Phys.<br>
Head of IT group<br>
Max-Planck-Institut für neurologische Forschung<br>
Gleueler Str. 50, 50931 Köln, Germany<br>
Tel.: +49-221-4726-213 FAX +49-221-4726-298<br>
Tel.: +49-221-478-5713 Mobile: 0160-93874279<br>
E-Mail: vollmar@nf.mpg.de </font></tt><a href=http://www.nf.mpg.de/><tt><font size=2>http://www.nf.mpg.de<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
--------<br>
RT Training Sessions (</font></tt><a href=http://bestpractical.com/services/training.html><tt><font size=2>http://bestpractical.com/services/training.html)<br>
* Boston — TBA</font></tt></a></a>
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