I'm looking to tweak our internal RT process so that internal users can 'claim' a ticket directly from the e-mail notification, to avoid having two people working on one issue (we have a group of people who are all watchers on the General queue, and those people generally work from their inbox).
To do that, I want to: 1) Add a new action, Claim, that will do the same as Take, but only if the ticket is not owned and otherwise tell the claiming user that Joe is already dealing with it. 2) Add a link to Claim in the Watcher mail so that people can 'get a lock' on a ticket before investigating and replying. I think I can manage 1 with no problem, but I don't follow where I can create a template that is used specifically for 'Watcher-notification' e-mails. Is this possible? Is it actually a different template than the one used for normal transactions? (or can it be?) I guess the alternative is to effectively duplicate part of the Watcher functionality with a scrip that uses OnCreate and Notify Other Recipients, but that seems a bit clunky. Does any of this make any sense? Is there a better way to do it? Thanks for any insight, Howie
