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

[Raed El - Hames]

> 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 ?
>

Copy /Elements/MyTickets into another file /Elements/Myfile
edit the Limit query to what you want, (and ofcourse the html at the top to
match), then call /Elements/Myfile from index.html

Good luck

Roy

> Best regards,
>
> Kris,
>


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