Ok, thanks all, I seem to have a very hard time to grasp all of this for some strange reason. I sat down with the Supervisor and he wants me to forget about this for now, and simply work on the approvals queue.
So since this is not on topic, I will create a new thread. Regards, Nelson Pereira -----Original Message----- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, April 09, 2008 1:47 PM To: Nelson Pereira Cc: Aaron Sallade; [email protected] Subject: Re: [rt-users] [BULK] RE: question about watchers Nelson, Try this. Setup a group that includes just the AdminCc's of each support queue. then, put them in the Watcher CC of the general (unassigned) queue. Setup a notification to email CC watchers when a ticket is created in the unassigned queue. Now, when a ticket is created in the unassigned queue, those that are the interested parties can look at the queue (give that "special" group the appropriate rights) and either a) Take the ticket they want and work on in in the unassigend queue to resolve, OR b) Move the ticket to the queue they use to work on tickets OR c) create a scrip that moves a ticket to the appropriate queue when the owner changes from nobody to somebody (whomever/whatever queue). Either way, with a little procedural design followed by appropriate scrip/template/privileges you can easilymake this work. Kenn LBNL _______________________________________________ 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
