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

[Kenneth Crocker]

Raphael,

Why do you give the ticket back to the originator? Why not just resolve it
and let RT send them an email, after all, it is finished, is it not? You
can always run a report to list ticket generated by whomever.

As far as types of notification, I can't think of anything other than email
notifications or a dashboard report that belongs to a group, but either
way, they get it thru the email interface. You can turn on the setting to
inform people of unread email, but you complained that not everyone gets
into their WebUI often enough.

I think you're stuck with email.

Kenn

2011/12/1 Raphaël MOUNEYRES <raphael.mouneyres at sagemcom.com>

>
> Hello,
>
> here, when someone need help from someone else, he writes a comment as you
> do, and then gives the ticket to the person from who he wantq support.
> A scrip informs him by email, and the ticket is now in his list.
> When this second person has finished helping/commenting, he can give back
> the ticket to the firt person.
> This is a simple mechanism, but working here.
>
> Raphaël MOUNEYRES
>
>
>
>  *Stefan Vollmar <vollmar at nf.mpg.de>*
> Envoyé par : rt-users-bounces at lists.bestpractical.com
>
> 01/12/2011 15:35
>   A
> rt-users at lists.bestpractical.com
> cc
>   Objet
> [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
>
>
>
>
>
>
>
>
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