[Rtir] Assign tickets to "groups" rather than "users"
matt.newham at gmail.com
Tue Apr 24 04:56:48 EDT 2012
Thanks for the quick response, I haven't quite figured out how you move
tickets into a queue, without assigning to users. I have a few queues set
up on top of the defaul incidents, reports etc. These are queues based on
the constituency and are used for the client specific response teams to
view tickets assigned to their constituency. How do I assign tickets into a
queue? I think this could work, however Im not sure how to go about it!
On 24 April 2012 09:51, Marco Thorbruegge
<marco.thorbruegge at cert.europa.eu>wrote:
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> 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
> - From there whoever from that group is in charge can then "Take" the
> There is also the mechanism of "Approval" in RT(IR), but that i
> haven't tried out yet.
> 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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> > Rtir at lists.bestpractical.com
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