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

[Stefan Vollmar]

Dear Thomas,

On 01.12.2011, at 15:48, Thomas Sibley wrote:

> On 12/01/2011 09:17 AM, Stefan Vollmar wrote:
>> [...] 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__'


Great, thanks! I think that would solve our current problem. It seems that

(Owner = '__CurrentUser__' OR  Cc.id = '__CurrentUser__' OR
 AdminCc.id = '__CurrentUser__') AND (Status = 'new' OR Status = 'open')

worked when I modified the search filter in a custom dashboard. Unfortunately, it only worked once, then the old search filter was back in the custom dashboard. How can I make this modified search filter permanent? Or even better: how can I change every user's default dashboard so it works with the above search filter?

Many thanks in advance!
Warm regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut für neurologische Forschung
Gleuelerstr. 50, 50931 Köln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: vollmar at nf.mpg.de   http://www.nf.mpg.de






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