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

[Atom Powers]

What about putting watchers on as BCCs. They would still get the ticket, but
a reply-to-all would only go back into RT.


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Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El -
Hames
Sent: Thursday, February 17, 2005 4:03 PM
To: Kris Boulez; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question about watchers and RT at a glance

> 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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RT Administrator and Developer training is coming to your town soon! (Boston,
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