[rt-users] Re: Auto-opening and notifying tickets.

[Jim Rowan]

Makes perfect sense.  What you've described is pretty close to the
default behaviour.  I'm not up-to-date with what scrips and templates
are supplied in the 3.0.7 -- so they might have to be tweaked a tiny bit
-- but not substantially.

You want your support staff to be defined as queue watchers on this
queue.

Are you having trouble with some aspect of this?