Hello, here, when someone need help from someone else, he writes a comment as you do, and then gives the ticket to the person from who he wantq support. A scrip informs him by email, and the ticket is now in his list. When this second person has finished helping/commenting, he can give back the ticket to the firt person. This is a simple mechanism, but working here.
Raphaël MOUNEYRES Stefan Vollmar <voll...@nf.mpg.de> Envoyé par : rt-users-boun...@lists.bestpractical.com 01/12/2011 15:35 A rt-users@lists.bestpractical.com cc Objet [rt-users] notify colleagues about a ticket in RT web interface (not by mail) Hi, we have just started using RT and come across this problem: a ticket has been opened (by one of our users via a simplified web interface or internally), somebody in the support group has started working on it (she/he is now the owner) but finds that other colleagues should be involved at some stage. Now using a CC or AdminCC with the "comment" action can be used to notify the colleague that help would be appreciated with this case. However, this notification is mail-based and (in our case) some members of the support group will look at the RT web interface more often than at their mail clients - but the ticket will not show in either of their default ticket lists (it is neither "unowned", nor is it "owned" by them). Is there a recommended way to notify regular RT users (in the RT web interface) that they should look into a ticket - other than generating mail notifications for them or making them the owner of a case? Many thanks in advance for any help with this! Best regards, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleueler Str. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 E-Mail: voll...@nf.mpg.de http://www.nf.mpg.de -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA # " Ce courriel et les documents qui lui sont joints peuvent contenir des informations confidentielles ou ayant un caract�re priv�. S'ils ne vous sont pas destin�s, nous vous signalons qu'il est strictement interdit de les divulguer, de les reproduire ou d'en utiliser de quelque mani�re que ce soit le contenu. Si ce message vous a �t� transmis par erreur, merci d'en informer l'exp�diteur et de supprimer imm�diatement de votre syst�me informatique ce courriel ainsi que tous les documents qui y sont attach�s." ****** " This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system." #
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