Re: [rt-users] Ticket owner doesn't receive replies if they're not in the queue
On Mon, Jan 21, 2013 at 09:54:37PM -0500, Karger, Amir wrote: a user replies to the ticket, thereby reopening it. We all think that Fred is going to work on the ticket, so we ignore the email we all got. But it turns out that the reply doesn't go to Fred, because Fred can't see the Q1 queue. As mentioned earlier, you can grant ShowTicket to the Owner role so that Fred can see things, but that doesn't affect email notifications. By default RT does not ship On Correspond Notify Owners or On Comment Notify Owners, because it was assumed that your list of owners was a subset of AdminCcs (this is how we use RT, but clearly isn't the only model). You can add On Correspond Notify Owner, but keep in mind that if the Owner is also an AdminCc, that user will get 2 emails. You'd need to add a Notify Owner and AdminCc action, which you can do with a small piece of initialdata. Docs on that here: http://bestpractical.com/rt/docs/latest/initialdata.html -kevin pgpm0nVn9gt7L.pgp Description: PGP signature
[rt-users] Ticket owner doesn't receive replies if they're not in the queue
Hi, We're using RT 4.0.5. Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to another IT person, Fred, to solve, not realizing that Fred doesn't have access to queue Q1. The person works on the ticket and resolves it. Later, a user replies to the ticket, thereby reopening it. We all think that Fred is going to work on the ticket, so we ignore the email we all got. But it turns out that the reply doesn't go to Fred, because Fred can't see the Q1 queue. Doesn't that seem wrong? Shouldn't the owner of a ticket always get replies to that ticket? Is there some parameter in RT we can change? My apologies if this has been asked many times. Pointers to an answer would be much appreciated. Thanks, -Amir Karger
Re: [rt-users] Ticket owner doesn't receive replies if they're not in the queue
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to another IT person, Fred, to solve, not realizing that Fred doesn't have access to queue Q1. The person works on the ticket and resolves it. Later, a user replies to the ticket, thereby reopening it. We all think that Fred is going to work on the ticket, so we ignore the email we all got. But it turns out that the reply doesn't go to Fred, because Fred can't see the Q1 queue. Hi You could create scrips to notify owner on comments and corresponds. In addition, you could also grand SeeQueue right to those who can be assigned as the owner and grant SeeTicket and other required access (i.e. ModifyTicket) to the Owner I believe both will work. The first one may be better when you intent to relay on Email instead of RT GUI, but if the doers are required to check the RT GUI frequently, the second method whit search showing Thickets I own would work -payam smime.p7s Description: S/MIME cryptographic signature
