Changing Owner and Correspondence

Greetings all.

RT is brand new to our environment. I’ve set it up such that one user
handles assigning tickets to other members of our tech. staff to complete.

While assigning the ticket to a user is simple, I’m curious as to why
the new owner doesn’t automatically get included on the correspondence
with the user (ie they don’t start receiving emails)?

Am I missing something basic here or do I have to manually add them as
an AdminCc to the ticket? Can this process be automated?

Forgive the newbie like questions, and I appreciate your responses.

Thanks,

Robert Marier

While assigning the ticket to a user is simple, I’m curious as to why
the new owner doesn’t automatically get included on the correspondence
with the user (ie they don’t start receiving emails)?

Because the new owner isn’t a Requestor, Cc or AdminCc.

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"He who hesitates is lunch" - old saying from caveman days