[Rtir] Assign tickets to "groups" rather than "users"

[Marco Thorbruegge]

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Matt,

maybe you can solve that with another queue?

Escalation to another group could be done by moving the ticket to a
different queue, to which only the people you want to escalate to have
access.

- From there whoever from that group is in charge can then "Take" the
ticket".

There is also the mechanism of "Approval" in RT(IR), but that i
haven't tried out yet.

Cheers,
Marco

On 24/04/12 10:39, Matt Newham wrote:
> Hello
> 
> I'm wondering if it is possible to assign tickets to a group of
> people rather than a single person. For example, I have a workflow
> where analysts create tickets when they find something suspicious,
> if this turns into a reportable incident, they will raise an
> incident report, attach an "incident article" containing the
> details of the incident in a more formal manner then assign to a
> senior team member for review. Can the tickets be assigned to a
> certain group of people? I can only seem to find assign to "nobody
> in particular" which sort of solves the problem however everyone
> can then see the ticket?
> 
> Thanks
> 
> -- Matt Newham
> 
> 
> 
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