Am 01.12.2011 15:17, schrieb Stefan Vollmar:
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
How about creating an "Depends on" ticket and set the other colleague as
the owner of the new ticket.
-Chris
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