[rt-users] notify colleagues about a ticket in RT web interface(not by mail)

[Izz Abdullah]

I would be interested in this as well.  Stefan, I don't have an answer for you, as I am not an expert, but I will be looking into it today since you brought up an interesting request.

Thanks,
Izz

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stefan Vollmar
Sent: Thursday, December 01, 2011 8:18 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] notify colleagues about a ticket in RT web interface(not by mail)

Hi,

we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the "comment" action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither "unowned", nor is it "owned" by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case?

Many thanks in advance for any help with this!

Best regards,
 Stefan
--
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
E-Mail: vollmar at nf.mpg.de   http://www.nf.mpg.de