[rt-users] [BULK] RE: question about watchers

Nelson Pereira npereira at protus.com
Wed Apr 9 14:28:08 EDT 2008

Ok, thanks all, 

I seem to have a very hard time to grasp all of this for some strange
reason. I sat down with the Supervisor and he wants me to forget about
this for now, and simply work on the approvals queue.

So since this is not on topic, I will create a new thread.

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Wednesday, April 09, 2008 1:47 PM
To: Nelson Pereira
Cc: Aaron Sallade; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] [BULK] RE: question about watchers


	Try this. Setup a group that includes just the AdminCc's of each

support queue. then, put them in the Watcher CC of the general 
(unassigned) queue. Setup a notification to email CC watchers when a 
ticket is created in the unassigned queue. Now, when a ticket is created

in the unassigned queue, those that are the interested parties can look 
at the queue (give that "special" group the appropriate rights) and
	a) Take the ticket they want and work on in in the unassigend
queue to 
resolve, OR
	b) Move the ticket to the queue they use to work on tickets OR
	c) create a scrip that moves a ticket to the appropriate queue
when the 
owner changes from nobody to somebody (whomever/whatever queue).
	Either way, with a little procedural design followed by
scrip/template/privileges you can easilymake this work.


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