Question about watchers and RT at a glance

RT Users
1

Dear all,

We have two questions about RT (one philosophical, one more practical).
I hope some of you can shed some light on these.

When customers submit tickets with us there are cases in which multiple
people of the customer are intrested in a ticket. We add these as
watchers on the ticket. If we Reply on a ticket, all the watchers get
this mail in CC (as is expected with Watchers).
The “problem” now is that if the customers replies by doing “reply to
all”, the watchers get two copies of the mail (once by the reply to all,
once as watcher of the ticket). What do people think about this and what
solutions to people have for this.
The obvious solution is to teach the customer to only “reply” to RT and
explain them that the watchers will get a copy of the mail via RT. But
is there another possible solution for this.

A question about the Home Page (RT at a glance) (RT-3.2.2). It has two
main lists of tickets (x highests priority tickets I own; x newest
unowned tickets). Would it be easy to add another list of tickets (“x
highest priority tickets open tickets which I do not own”). Is this
clear and/or described somewhere ?

Best regards,

Kris,

kris.boulez.vcf (213 Bytes)

2

I have a question along these lines, can I create it so that the number of
tickets that shows up upon login under the “Tickets I own etc…” is set to
more than ten if this user belongs to the “helpdesk” groupOn 2/17/05 11:29 AM, “Kris Boulez” kris.boulez@c-cure.be wrote:

Dear all,

We have two questions about RT (one philosophical, one more practical).
I hope some of you can shed some light on these.

When customers submit tickets with us there are cases in which multiple
people of the customer are intrested in a ticket. We add these as
watchers on the ticket. If we Reply on a ticket, all the watchers get
this mail in CC (as is expected with Watchers).
The “problem” now is that if the customers replies by doing “reply to
all”, the watchers get two copies of the mail (once by the reply to all,
once as watcher of the ticket). What do people think about this and what
solutions to people have for this.
The obvious solution is to teach the customer to only “reply” to RT and
explain them that the watchers will get a copy of the mail via RT. But
is there another possible solution for this.

A question about the Home Page (RT at a glance) (RT-3.2.2). It has two
main lists of tickets (x highests priority tickets I own; x newest
unowned tickets). Would it be easy to add another list of tickets (“x
highest priority tickets open tickets which I do not own”). Is this
clear and/or described somewhere ?

Best regards,

Kris,

The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

3

Dear all,

We have two questions about RT (one philosophical, one more practical).
I hope some of you can shed some light on these.

When customers submit tickets with us there are cases in which multiple
people of the customer are intrested in a ticket. We add these as
watchers on the ticket. If we Reply on a ticket, all the watchers get
this mail in CC (as is expected with Watchers).
The “problem” now is that if the customers replies by doing “reply to
all”, the watchers get two copies of the mail (once by the reply to all,
once as watcher of the ticket). What do people think about this and what
solutions to people have for this.
The obvious solution is to teach the customer to only “reply” to RT and
explain them that the watchers will get a copy of the mail via RT. But
is there another possible solution for this.

A question about the Home Page (RT at a glance) (RT-3.2.2). It has two
main lists of tickets (x highests priority tickets I own; x newest
unowned tickets). Would it be easy to add another list of tickets (“x
highest priority tickets open tickets which I do not own”). Is this
clear and/or described somewhere ?

Copy /Elements/MyTickets into another file /Elements/Myfile
edit the Limit query to what you want, (and ofcourse the html at the top to
match), then call /Elements/Myfile from index.html

Good luck

Roy

Best regards,

Kris,

The rt-users Archives

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

4

You have to modify Elements/MyTickets as the number is set by the global
config parameter $MyTicketsLength.

First Last wrote:

5

What about putting watchers on as BCCs. They would still get the ticket, but
a reply-to-all would only go back into RT.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Raed El -
Hames
Sent: Thursday, February 17, 2005 4:03 PM
To: Kris Boulez; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Question about watchers and RT at a glance

Dear all,

We have two questions about RT (one philosophical, one more practical).
I hope some of you can shed some light on these.

When customers submit tickets with us there are cases in which
multiple people of the customer are intrested in a ticket. We add
these as watchers on the ticket. If we Reply on a ticket, all the
watchers get this mail in CC (as is expected with Watchers).
The “problem” now is that if the customers replies by doing “reply to
all”, the watchers get two copies of the mail (once by the reply to
all, once as watcher of the ticket). What do people think about this
and what solutions to people have for this.
The obvious solution is to teach the customer to only “reply” to RT
and explain them that the watchers will get a copy of the mail via RT.
But is there another possible solution for this.

A question about the Home Page (RT at a glance) (RT-3.2.2). It has two
main lists of tickets (x highests priority tickets I own; x newest
unowned tickets). Would it be easy to add another list of tickets (“x
highest priority tickets open tickets which I do not own”). Is this
clear and/or described somewhere ?

Copy /Elements/MyTickets into another file /Elements/Myfile edit the Limit
query to what you want, (and ofcourse the html at the top to match), then
call /Elements/Myfile from index.html

Good luck

Roy

Best regards,

Kris,

The rt-users Archives

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training@bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

6
  • kris.boulez@c-cure.be (Kris Boulez) [Thu 17 Feb 2005, 19:29 CET]:

When customers submit tickets with us there are cases in which multiple
people of the customer are intrested in a ticket. We add these as
watchers on the ticket. If we Reply on a ticket, all the watchers get
this mail in CC (as is expected with Watchers).
The “problem” now is that if the customers replies by doing “reply to
all”, the watchers get two copies of the mail (once by the reply to all,
once as watcher of the ticket). What do people think about this and what
solutions to people have for this.
The obvious solution is to teach the customer to only “reply” to RT and
explain them that the watchers will get a copy of the mail via RT. But
is there another possible solution for this.

I changed the “On Correspond Notify Requestors and CCs” scrip to only
fire when correspondence was submitted via the web interface, figuring
that external people can decide who they want to mail themselves.

What I’m missing is a way to tell RT to automatically pick up additional
Cc’s during the lifetime of a ticket, it only does this at creation, and
the code looks a bit tricky in the various files like Interface/Email.pm.
(I’d like this to have additional Cc’s picked up where an external party
would Cc a colleague of his asking “Can you please pick this up?”)

-- Niels.