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

[Christian Loos]

Am 01.12.2011 15:17, schrieb Stefan Vollmar:
> 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
How about creating an "Depends on" ticket and set the other colleague as 
the owner of the new ticket.

-Chris