[rt-users] Question about watchers and RT at a glance

[First Last]

I have a question along these lines, can I create it so that the number of
tickets that shows up upon login under the "Tickets I own etc..." is set to
more than ten if this user belongs to the "helpdesk" group


On 2/17/05 11:29 AM, "Kris Boulez" <kris.boulez at c-cure.be> wrote:

> Dear all,
> 
> We have two questions about RT (one philosophical, one more practical).
> I hope some of you can shed some light on these.
> 
> When customers submit tickets with us there are cases in which multiple
> people of the customer are intrested in a ticket. We add these as
> watchers on the ticket. If we Reply on a ticket, all the watchers get
> this mail in CC (as is expected with Watchers).
> The "problem" now is that if the customers replies by doing "reply to
> all", the watchers get two copies of the mail (once by the reply to all,
> once as watcher of the ticket). What do people think about this and what
> solutions to people have for this.
> The obvious solution is to teach the customer to only "reply" to RT and
> explain them that the watchers will get a copy of the mail via RT. But
> is there another possible solution for this.
> 
> A question about the Home Page (RT at a glance) (RT-3.2.2). It has two
> main lists of tickets (x highests priority tickets I own; x newest
> unowned tickets). Would it be easy to add another list of tickets ("x
> highest priority tickets open tickets which I do not own"). Is this
> clear and/or described somewhere ?
> 
> Best regards,
> 
> Kris,
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com