[rt-users] Automatically allow CCs access to tickets out of their queues?

Alex Hall ahall at autodist.com
Fri Nov 25 16:19:37 EST 2016


Please disregard the below email. The Graphics guy had been one-time CC-ed,
not permanently CC-ed, and no one realized it until just now. Sorry for the
pointless message. I do need to find a way to turn one-time CC into
permanent, for just this reason.

On Fri, Nov 25, 2016 at 3:45 PM, Alex Hall <ahall at autodist.com> wrote:

> Hi all,
> We just ran into a situation I expect to happen somewhat frequently. A
> graphics worker was CC-ed on a customer service ticket. Graphics would be
> overwhelmed with useless information if we gave them access to the Customer
> Service queue, and CS people don't care about graphics. But sometimes,
> queues do need to cross like this. Of course, Mr. Graphics couldn't view
> the ticket because it was a CS ticket, even though he'd been CC-ed and even
> gotten an email about it.
>
> What I'd like to do is grant ticket viewing rights to anyone CC-ed into a
> ticket, regardless of group membership. Is that possible to do? I know we
> could make teams or temporary groups, but I'd prefer an automated solution
> that doesn't require even more work from a staff who are only grudgingly
> using the new ticket system to begin with. :) Thanks for any help.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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