Well, the way I'm thinking is we will only have 2 emails. 1 for approvals (this queue "Approval" is assigned to the Network Services Manager and he approves work to be done, but I'm not there yet...) 1 for general support
Users or Agents send email to the general support email. This get's put in the UnAssigned Queue. All admins should get an email saying there is an new ticket created in the UnAssigned queue. An admin will assign the ticket to a specific queue. The admin/s in charge of that specific queue, will get an email that he/they have a ticket to work on. Is this the right way to do this or is there a simpler way...? We have to segregate queues per sections, and we have about 6 sections, but I don't want 1 email per section... Regards, Nelson Pereira -----Original Message----- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 12:35 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] question about watchers Nelson, What's the difference between dumping all tickets from a specific email address to an Unassigned (whatever that means) Queue to putting them in an assigned Queue? As to setting up notifications, that's should be relatively easy. There are plenty of example in RT: Essentials. Kenn LBNL On 4/9/2008 9:07 AM, Nelson Pereira wrote: > Not sure if this is the option I want, but here is what I need. > > > > I have all emails from a specific Email address going to an UnAssigned > queue. > > I need to set this up so that when I ticket is created in this queue, to > send a notification to a group of privileged users. > > How could I do this? > > > > > > *Nelson Pereira* > Senior Network Administrator > > Protus IP Solutions Inc. > [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > phone: 613.733.0000 ext.528 > MyFax: 613.822.5083 > www.myfax.com <http://www.myfax.com> > > Refer your friends and colleagues to MyFax! > Click here for more information. > <http://www.myfax.com/referral_program.asp> > > > > www.MyFax.com <http://www.myfax.com> > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
