Hi, We're using RT 4.0.5.
Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to another IT person, Fred, to solve, not realizing that Fred doesn't have access to queue Q1. The person works on the ticket and resolves it. Later, a user replies to the ticket, thereby reopening it. We all think that Fred is going to work on the ticket, so we ignore the email we all got. But it turns out that the reply doesn't go to Fred, because Fred can't see the Q1 queue. Doesn't that seem wrong? Shouldn't the owner of a ticket always get replies to that ticket? Is there some parameter in RT we can change? My apologies if this has been asked many times. Pointers to an answer would be much appreciated. Thanks, -Amir Karger
