Raphael,<br><br>Why do you give the ticket back to the originator? Why not just resolve it and let RT send them an email, after all, it is finished, is it not? You can always run a report to list ticket generated by whomever.<br>
<br>As far as types of notification, I can't think of anything other than email notifications or a dashboard report that belongs to a group, but either way, they get it thru the email interface. You can turn on the setting to inform people of unread email, but you complained that not everyone gets into their WebUI often enough.<br>
<br>I think you're stuck with email.<br><br>Kenn<br><br><div class="gmail_quote">2011/12/1 Raphaël MOUNEYRES <span dir="ltr"><<a href="mailto:raphael.mouneyres@sagemcom.com">raphael.mouneyres@sagemcom.com</a>></span><br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<br><font face="sans-serif" size="2">Hello,</font>
<br>
<br><font face="sans-serif" size="2">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 face="sans-serif" size="2">A scrip informs him by email, and the
ticket is now in his list.</font>
<br><font face="sans-serif" size="2">When this second person has finished
helping/commenting, he can give back the ticket to the firt person.</font>
<br><font face="sans-serif" size="2">This is a simple mechanism, but working
here.</font>
<br><font face="sans-serif" size="2"><br>
Raphaël MOUNEYRES</font>
<br>
<br>
<br>
<br>
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<td width="40%"><font face="sans-serif" size="1"><b>Stefan Vollmar <<a href="mailto:vollmar@nf.mpg.de" target="_blank">vollmar@nf.mpg.de</a>></b>
</font>
<br><font face="sans-serif" size="1">Envoyé par : <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a></font>
<p><font face="sans-serif" size="1">01/12/2011 15:35</font>
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<div align="right"><font face="sans-serif" size="1">A</font></div>
</td><td><font face="sans-serif" size="1"><a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a></font>
</td></tr><tr valign="top">
<td>
<div align="right"><font face="sans-serif" size="1">cc</font></div>
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<td>
<div align="right"><font face="sans-serif" size="1">Objet</font></div>
</td><td><font face="sans-serif" size="1">[rt-users] notify colleagues about a
ticket in RT web interface (not by mail)</font></td></tr></tbody></table>
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<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.: <a href="tel:%2B49-221-4726-213" value="+492214726213" target="_blank">+49-221-4726-213</a> FAX <a href="tel:%2B49-221-4726-298" value="+492214726298" target="_blank">+49-221-4726-298</a><br>
Tel.: <a href="tel:%2B49-221-478-5713" value="+492214785713" target="_blank">+49-221-478-5713</a> Mobile: 0160-93874279<br>
E-Mail: <a href="mailto:vollmar@nf.mpg.de" target="_blank">vollmar@nf.mpg.de</a> </font></tt><a href="http://www.nf.mpg.de/" target="_blank"><tt><font size="2">http://www.nf.mpg.de<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
<br>
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RT Training Sessions (</font></tt></a><a href="http://bestpractical.com/services/training.html" target="_blank"><tt><font size="2">http://bestpractical.com/services/training.html)<br>
* Boston — TBA</font></tt></a>
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