[rt-users] question about watchers

[Kenneth Crocker]

Nelso,


	We have over 75 Queues dedicated toward Application support. No one 
works on a ticket until it is assigned. ALL our email requests go 
directly to what we call a "Request" Queue where it is reviewed, 
prioritized, and when appropriate, moved to the Queue where it will be 
worked (status = 'open') on. In the "Request" queue (this sounds like 
your unassigned queue), there are several analysts that do the review. 
Because it is a queue like any other queue, whenever a ticket is created 
there, our global notification for "Ticket Created" sends an email to 
the group of users that are given rights to THAT queue informing them 
that a ticket was created in their queue. The Queue AdminCc (one of the 
users that gets the notification) then assigns the ticket to someone or 
someone in THAT support group (XX-Tech_support where XX is the name of 
the queue) TAKES the ticket. We also have a global notification that 
emails the AdminCc of a queue when a ticket is MOVED to their queue. The 
creation of the notification scrips is relatively easy, once one follows 
the examples shown in RT:Essentials. You may have fewer queues, but the 
notification setup shouldn't be much different.

Kenn
LBNL

On 4/9/2008 9:46 AM, Nelson Pereira wrote:
> Well, the way I'm thinking is we will only have 2 emails.
> 1 for approvals (this queue "Approval" is assigned to the Network
> Services Manager and he approves work to be done, but I'm not there
> yet...)
> 1 for general support
> 
> Users or Agents send email to the general support email.
> This get's put in the UnAssigned Queue.
> All admins should get an email saying there is an new ticket created in
> the UnAssigned queue.
> An admin will assign the ticket to a specific queue.
> The admin/s in charge of that specific queue, will get an email that
> he/they have a ticket to work on.
> 
> Is this the right way to do this or is there a simpler way...?
> 
> We have to segregate queues per sections, and we have about 6 sections,
> but I don't want 1 email per section...
> 
> Regards,
>  
> Nelson Pereira
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Wednesday, April 09, 2008 12:35 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] question about watchers
> 
> Nelson,
> 
> 
> 	What's the difference between dumping all tickets from a
> specific email 
> address to an Unassigned (whatever that means) Queue to putting them in 
> an assigned Queue? As to setting up notifications, that's should be 
> relatively easy. There are plenty of example in RT: Essentials.
> 
> Kenn
> LBNL
> 
> On 4/9/2008 9:07 AM, Nelson Pereira wrote:
>> Not sure if this is the option I want, but here is what I need.
>>
>>  
>>
>> I have all emails from a specific Email address going to an UnAssigned
> 
>> queue.
>>
>> I need to set this up so that when I ticket is created in this queue,
> to 
>> send a notification to a group of privileged users.
>>
>> How could I do this?
>>
>>  
>>
>>  
>>
>> *Nelson Pereira*
>> Senior Network Administrator
>>
>> Protus IP Solutions Inc.
>> npereira at protus.com <mailto:npereira at protus.com>
>> phone: 613.733.0000 ext.528
>> MyFax: 613.822.5083
>> www.myfax.com <http://www.myfax.com>
>>
>> Refer your friends and colleagues to MyFax!
>> Click here for more information. 
>> <http://www.myfax.com/referral_program.asp>
>>
>> 	
>>
>> www.MyFax.com <http://www.myfax.com>
>>
>>  
>>
>>
>>
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>