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

[Kenneth Crocker]

Stefan,

Try creating a query and putting it into a Dashboard owned by the support
group Or add it to their home page display.

Kenn

On Thu, Dec 1, 2011 at 6:17 AM, Stefan Vollmar <vollmar at nf.mpg.de> wrote:

> 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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