On 12/01/2011 09:17 AM, Stefan Vollmar wrote: > 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?
A common approach is to add the staff as a ticket AdminCc and add a new homepage/dashboard search (or modify the existing ones) to check AdminCc.id = '__CurrentUser__' Thomas -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
