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

[Thomas Sibley]

On 12/01/2011 09:17 AM, Stefan Vollmar wrote:
> 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?

A common approach is to add the staff as a ticket AdminCc and add a new
homepage/dashboard search (or modify the existing ones) to check
AdminCc.id = '__CurrentUser__'

Thomas