Hello,
here, when someone need help from someone else, he writes a comment as you
do, and then gives the ticket to the person from who he wantq support.
A scrip informs him by email, and the ticket is now in his list.
When this second person has finished helping/commenting, he can give back
the ticket to the firt person.
This is a simple mechanism, but working here.
Raphaël MOUNEYRES
Stefan Vollmar vollmar@nf.mpg.de
Envoyé par : rt-users-bounces@lists.bestpractical.com
01/12/2011 15:35
A
rt-users@lists.bestpractical.com
cc
Objet
[rt-users] notify colleagues about a ticket in RT web interface (not by
mail)
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: vollmar@nf.mpg.de http://www.nf.mpg.de
RT Training Sessions (http://bestpractical.com/services/training.html)
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