Stefan, Try creating a query and putting it into a Dashboard owned by the support group Or add it to their home page display.
Kenn On Thu, Dec 1, 2011 at 6:17 AM, Stefan Vollmar <[email protected]> wrote: > 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 > > > > > > > > > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Boston — TBA >
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
