Hello,
We have an RT server at our company that is growing in popularity. Other
depts are starting to use it and the RT is starting to process more and
more tickets. We live in a very big production house that gets very busy
and has 'crisis' moments at least a few times week. During such
Tim,
Have you tried training them? Have a class for all the RT users and point
out how they are creating a nightmare and show them how RT automatically
takes care of CC's, etc.once they are set up in the ticket. Discuss with
them other methods and ask them about changes they might like to have.
