[rt-users] Ticket owner doesn't receive replies if they're not in the queue

[Payam Poursaied]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> 
> Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to
> another IT person, Fred, to solve, not realizing that Fred doesn't have
> access to queue Q1. The person works on the ticket and resolves it.
> Later, a user replies to the ticket, thereby reopening it. We all think
> that Fred is going to work on the ticket, so we ignore the email we all
> got. But it turns out that the reply doesn't go to Fred, because Fred
> can't see the Q1 queue.
> 


Hi
You could create scrips to notify owner on comments and corresponds. In
addition, you could also grand "SeeQueue" right to those who can be assigned
as the owner and grant "SeeTicket" and other required access (i.e.
ModifyTicket) to the Owner
I believe both will work. The first one may be better when you intent to
relay on Email instead of RT GUI, but if the doers are required to check the
RT GUI frequently, the second method whit search showing "Thickets I own"
would work
-payam
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