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: [email protected] http://www.nf.mpg.de
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