Jamie,
This can be set up. Create a new Notification script the Notifies
Owner on whatever and that will take care of them getting email on the
tickets they own. However, you mentioned something about co-owned
tickets. TO my knowledge, RT allows only 1 user to be a ticket owner.
That data is in the ticket field, it is not a "MemberOf" data type. On
the other hand, if these support people are also the requestors, then
that you can do, as you have have many requestors on a ticket. In that
case, set up your notifications for the requestor on whatever. You will
have to decide how the tickets in a Queue are controlled. You may need
to create a new group for 1 Queue and another for another Queue with the
members that are working on the ticket and set up some notifications for
them. I do not know how your change control is set up. Hope this helps.
Kenn
LBNL
On 5/12/2009 4:13 AM, Jamie Penman-Smithson wrote:
> Hi all,
>
> I'm currently implementing RT in our department at work and I
> currently have the sysadmin team as AdminCc's for all relevant queues.
> However, some members of the team do not want to be notified of
> correspondence or comments for tickets which they do not own - but
> still want notifications about new (unowned) tickets.
>
> So I changed the default 'On Correspondence Notify AdminCcs' and 'On
> Comment Notify AdminCcs' scripts to disable them. Unfortunately, this
> means that if in future we want to have a ticket co-owned by two
> people we can do that, however they won't receive any notifications
> via email.
>
> I realise that this is probably a strange edge case, part of the
> reason for emailing the list was primarily to get some advice on
> whether anyone had come across this issue before and how they solved
> it in a sensible way.
>
> Thanks,
>
>
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