Stefan,<br><br>Try creating a query and putting it into a Dashboard owned by the support group Or add it to their home page display.<br><br>Kenn<br><br><div class="gmail_quote">On Thu, Dec 1, 2011 at 6:17 AM, Stefan Vollmar <span dir="ltr"><<a href="mailto:vollmar@nf.mpg.de">vollmar@nf.mpg.de</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">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>
<font color="#888888">--<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.: <a href="tel:%2B49-221-4726-213" value="+492214726213">+49-221-4726-213</a> FAX <a href="tel:%2B49-221-4726-298" value="+492214726298">+49-221-4726-298</a><br>
Tel.: <a href="tel:%2B49-221-478-5713" value="+492214785713">+49-221-478-5713</a> Mobile: 0160-93874279<br>
E-Mail: <a href="mailto:vollmar@nf.mpg.de">vollmar@nf.mpg.de</a> <a href="http://www.nf.mpg.de" target="_blank">http://www.nf.mpg.de</a><br>
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