Jean-Michel,
We have a situation here that may be similar. Sometimes, a support
person (AdminCC or whatever) will create a ticket for someone who is the
REAL requestor. When that happens, this support person puts in the
UserID of the REAL requestor after the creation of the ticket. That way,
the correct requestor gets all notifications and the AdminCc gets any
that were not initiated by same (we figure if YOU made the comment, etc.
then YOU do not need an E_mail telling you what you did). The ticket
still has the original ticket creator UserId, which we can use for any
special queries, etc. We have already set up notification scrips to
notify AdminCc and ticket owners and support groups and they all get
their respective e_mail, except the person who actually made the comment
as that would be redundant. Hope this helps.
Kenn
LBNL
On 11/26/2007 7:04 AM, Jean-Michel Cazaux wrote:
Hi all,
This forum has been a very useful source of knowledge and information in
our quest to extend RT usage in our organisation, but we are now hitting
another roadblock (hopefully one of the last).
Due to our organisation, it can happen that a member of the support team
(that are adminCC of the support queue) is as well the requestor of a
ticket (because they "stand in" for the client).
The issue is that in this case, the comment are not sent to this person.
It seems that the fact they are a requestor supersedes the fact
that they are adminCC of the queue and they do not receive comments.
They then lose track of the "life" of the ticket (I know, they can still
access the web and watch, but the beauty of email notification is all gone).
I have tried to scan the code, but must admit I have not been able to
identify where "this" happens (the build of recipient list). Some hints
would be GREATLY appreciated.
I have tried to search into the archives of the mailing list but I have
found nothing related (I have found the "opposite" problem though) and I
have found nothing on the wiki either.
Many thanks in advance.
--
Jean-Michel Cazaux
Head of Technology
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
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up to 20 percent off the price. This sale won't last long, so get in touch today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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