Question about watchers

RT Users
1

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned
queue.

I need to set this up so that when I ticket is created in this queue, to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

http://www.myfax.com

2

Nelson,

What's the difference between dumping all tickets from a specific email

address to an Unassigned (whatever that means) Queue to putting them in
an assigned Queue? As to setting up notifications, that’s should be
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNLOn 4/9/2008 9:07 AM, Nelson Pereira wrote:

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned
queue.

I need to set this up so that when I ticket is created in this queue, to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

Well, the way I’m thinking is we will only have 2 emails.
1 for approvals (this queue “Approval” is assigned to the Network
Services Manager and he approves work to be done, but I’m not there
yet…)
1 for general support

Users or Agents send email to the general support email.
This get’s put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way…?

We have to segregate queues per sections, and we have about 6 sections,
but I don’t want 1 email per section…

Regards,

Nelson PereiraFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,

What's the difference between dumping all tickets from a

specific email
address to an Unassigned (whatever that means) Queue to putting them in
an assigned Queue? As to setting up notifications, that’s should be
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned

queue.

I need to set this up so that when I ticket is created in this queue,
to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Nelson,

I’m not sure how well it will work in your organization, but you may
want to structure things based more on a Service Delivery and Support
model, ala ITIL -

Make a Queue named “Helpdesk” and have that be the default queue for all
tickets. By default they are assigned to “nobody”. So you can make a
saved search on the homepage that views all Helpdesk tickets assigned to
nobody. Your “Helpdesk Staff” (whomever you decide should triage
tickets) can then go through, resolve any items that they can and set
the appropriate queue and priority on the remaining items.

Our queues are Helpdesk, Systems, Applications, and Projects. Set the
appropriate watchers on each queue.

If you don’t have a dedicated Helpdesk or First Call person, then use
your emergency on call rotation to determine who is responsible for
triaging new tickets.

I have attached a copy of the process that my team uses for Helpdesk,
feel free to plagiarize it.

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.orgFrom: Nelson Pereira [mailto:npereira@protus.com]
Sent: Wednesday, April 09, 2008 9:46 AM
To: Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Well, the way I’m thinking is we will only have 2 emails.
1 for approvals (this queue “Approval” is assigned to the Network
Services Manager and he approves work to be done, but I’m not there
yet…)
1 for general support

Users or Agents send email to the general support email.
This get’s put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way…?

We have to segregate queues per sections, and we have about 6 sections,
but I don’t want 1 email per section…

Regards,

Nelson Pereira

From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,

What's the difference between dumping all tickets from a

specific email
address to an Unassigned (whatever that means) Queue to putting them in
an assigned Queue? As to setting up notifications, that’s should be
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned

queue.

I need to set this up so that when I ticket is created in this queue,
to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Thanks Aaron, but this would not work for us as we don’t have dedicated
staff to triage the tickets… Every net admin in network services has
the ability to put tickets in specific queues based on the ticket
itself.

Most tickets would be opened from them self and put in specific queues,
but in some cases, second line will opened tickets via email as they
wont have access to RT directly, only Net Admins will.

Regards,

Nelson PereiraFrom: Aaron Sallade [mailto:asallade@PTSOWA.ORG]
Sent: Wednesday, April 09, 2008 12:59 PM
To: Nelson Pereira; Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: [BULK] RE: [rt-users] question about watchers
Importance: Low

Nelson,

I’m not sure how well it will work in your organization, but you may
want to structure things based more on a Service Delivery and Support
model, ala ITIL -

Make a Queue named “Helpdesk” and have that be the default queue for all
tickets. By default they are assigned to “nobody”. So you can make a
saved search on the homepage that views all Helpdesk tickets assigned to
nobody. Your “Helpdesk Staff” (whomever you decide should triage
tickets) can then go through, resolve any items that they can and set
the appropriate queue and priority on the remaining items.

Our queues are Helpdesk, Systems, Applications, and Projects. Set the
appropriate watchers on each queue.

If you don’t have a dedicated Helpdesk or First Call person, then use
your emergency on call rotation to determine who is responsible for
triaging new tickets.

I have attached a copy of the process that my team uses for Helpdesk,
feel free to plagiarize it.

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

From: Nelson Pereira [mailto:npereira@protus.com]
Sent: Wednesday, April 09, 2008 9:46 AM
To: Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Well, the way I’m thinking is we will only have 2 emails.
1 for approvals (this queue “Approval” is assigned to the Network
Services Manager and he approves work to be done, but I’m not there
yet…)
1 for general support

Users or Agents send email to the general support email.
This get’s put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way…?

We have to segregate queues per sections, and we have about 6 sections,
but I don’t want 1 email per section…

Regards,

Nelson Pereira

From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,

What's the difference between dumping all tickets from a

specific email
address to an Unassigned (whatever that means) Queue to putting them in
an assigned Queue? As to setting up notifications, that’s should be
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned

queue.

I need to set this up so that when I ticket is created in this queue,
to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

6

Nelso,

We have over 75 Queues dedicated toward Application support. No one

works on a ticket until it is assigned. ALL our email requests go
directly to what we call a “Request” Queue where it is reviewed,
prioritized, and when appropriate, moved to the Queue where it will be
worked (status = ‘open’) on. In the “Request” queue (this sounds like
your unassigned queue), there are several analysts that do the review.
Because it is a queue like any other queue, whenever a ticket is created
there, our global notification for “Ticket Created” sends an email to
the group of users that are given rights to THAT queue informing them
that a ticket was created in their queue. The Queue AdminCc (one of the
users that gets the notification) then assigns the ticket to someone or
someone in THAT support group (XX-Tech_support where XX is the name of
the queue) TAKES the ticket. We also have a global notification that
emails the AdminCc of a queue when a ticket is MOVED to their queue. The
creation of the notification scrips is relatively easy, once one follows
the examples shown in RT:Essentials. You may have fewer queues, but the
notification setup shouldn’t be much different.

Kenn
LBNLOn 4/9/2008 9:46 AM, Nelson Pereira wrote:

Well, the way I’m thinking is we will only have 2 emails.
1 for approvals (this queue “Approval” is assigned to the Network
Services Manager and he approves work to be done, but I’m not there
yet…)
1 for general support

Users or Agents send email to the general support email.
This get’s put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way…?

We have to segregate queues per sections, and we have about 6 sections,
but I don’t want 1 email per section…

Regards,

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,

What’s the difference between dumping all tickets from a
specific email
address to an Unassigned (whatever that means) Queue to putting them in
an assigned Queue? As to setting up notifications, that’s should be
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned

queue.

I need to set this up so that when I ticket is created in this queue,
to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

7

Nelson,

Try this. Setup a group that includes just the AdminCc's of each

support queue. then, put them in the Watcher CC of the general
(unassigned) queue. Setup a notification to email CC watchers when a
ticket is created in the unassigned queue. Now, when a ticket is created
in the unassigned queue, those that are the interested parties can look
at the queue (give that “special” group the appropriate rights) and either
a) Take the ticket they want and work on in in the unassigend queue to
resolve, OR
b) Move the ticket to the queue they use to work on tickets OR
c) create a scrip that moves a ticket to the appropriate queue when the
owner changes from nobody to somebody (whomever/whatever queue).
Either way, with a little procedural design followed by appropriate
scrip/template/privileges you can easilymake this work.

Kenn
LBNLOn 4/9/2008 10:20 AM, Nelson Pereira wrote:

Thanks Aaron, but this would not work for us as we don’t have dedicated
staff to triage the tickets… Every net admin in network services has
the ability to put tickets in specific queues based on the ticket
itself.

Most tickets would be opened from them self and put in specific queues,
but in some cases, second line will opened tickets via email as they
wont have access to RT directly, only Net Admins will.

Regards,

Nelson Pereira

-----Original Message-----
From: Aaron Sallade [mailto:asallade@PTSOWA.ORG]
Sent: Wednesday, April 09, 2008 12:59 PM
To: Nelson Pereira; Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: [BULK] RE: [rt-users] question about watchers
Importance: Low

Nelson,

I’m not sure how well it will work in your organization, but you may
want to structure things based more on a Service Delivery and Support
model, ala ITIL -

Make a Queue named “Helpdesk” and have that be the default queue for all
tickets. By default they are assigned to “nobody”. So you can make a
saved search on the homepage that views all Helpdesk tickets assigned to
nobody. Your “Helpdesk Staff” (whomever you decide should triage
tickets) can then go through, resolve any items that they can and set
the appropriate queue and priority on the remaining items.

Our queues are Helpdesk, Systems, Applications, and Projects. Set the
appropriate watchers on each queue.

If you don’t have a dedicated Helpdesk or First Call person, then use
your emergency on call rotation to determine who is responsible for
triaging new tickets.

I have attached a copy of the process that my team uses for Helpdesk,
feel free to plagiarize it.

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

-----Original Message-----
From: Nelson Pereira [mailto:npereira@protus.com]
Sent: Wednesday, April 09, 2008 9:46 AM
To: Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Well, the way I’m thinking is we will only have 2 emails.
1 for approvals (this queue “Approval” is assigned to the Network
Services Manager and he approves work to be done, but I’m not there
yet…)
1 for general support

Users or Agents send email to the general support email.
This get’s put in the UnAssigned Queue.
All admins should get an email saying there is an new ticket created in
the UnAssigned queue.
An admin will assign the ticket to a specific queue.
The admin/s in charge of that specific queue, will get an email that
he/they have a ticket to work on.

Is this the right way to do this or is there a simpler way…?

We have to segregate queues per sections, and we have about 6 sections,
but I don’t want 1 email per section…

Regards,

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 12:35 PM
To: Nelson Pereira
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] question about watchers

Nelson,

What’s the difference between dumping all tickets from a
specific email
address to an Unassigned (whatever that means) Queue to putting them in
an assigned Queue? As to setting up notifications, that’s should be
relatively easy. There are plenty of example in RT: Essentials.

Kenn
LBNL

On 4/9/2008 9:07 AM, Nelson Pereira wrote:

Not sure if this is the option I want, but here is what I need.

I have all emails from a specific Email address going to an UnAssigned

queue.

I need to set this up so that when I ticket is created in this queue,
to
send a notification to a group of privileged users.

How could I do this?

Nelson Pereira
Senior Network Administrator

Protus IP Solutions Inc.
npereira@protus.com mailto:npereira@protus.com
phone: 613.733.0000 ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com

Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp

www.MyFax.com http://www.myfax.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

8

Hi all,

We are down to the last little hurdle for an import of 20,000 tickets
from a commercial system. I need to be able to set the Created date, as
opposed to it showing as created Now(). I currently have the value in
“Starts” so if it can be done from a scrip it may work, otherwise a
direct db change may be the only way to go.

Ideas?

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

9

At Wednesday 4/9/2008 02:09 PM, Aaron Sallade wrote:

Hi all,

We are down to the last little hurdle for an import of 20,000 tickets
from a commercial system. I need to be able to set the Created date, as
opposed to it showing as created Now(). I currently have the value in
“Starts” so if it can be done from a scrip it may work, otherwise a
direct db change may be the only way to go.

Ideas?

I’d say scrip or script - I don’t believe you can modify the Created
date through the web UI. As always, rather than direct database
update, I’d recommend using the RT API and a Perl script, but in this
case, you can probably get away with direct db update.

Steve

10

Ok, thanks all,

I seem to have a very hard time to grasp all of this for some strange
reason. I sat down with the Supervisor and he wants me to forget about
this for now, and simply work on the approvals queue.

So since this is not on topic, I will create a new thread.

Regards,

Nelson Pereira-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 1:47 PM
To: Nelson Pereira
Cc: Aaron Sallade; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [BULK] RE: question about watchers

Nelson,

Try this. Setup a group that includes just the AdminCc's of each

support queue. then, put them in the Watcher CC of the general
(unassigned) queue. Setup a notification to email CC watchers when a
ticket is created in the unassigned queue. Now, when a ticket is created

in the unassigned queue, those that are the interested parties can look
at the queue (give that “special” group the appropriate rights) and
either
a) Take the ticket they want and work on in in the unassigend
queue to
resolve, OR
b) Move the ticket to the queue they use to work on tickets OR
c) create a scrip that moves a ticket to the appropriate queue
when the
owner changes from nobody to somebody (whomever/whatever queue).
Either way, with a little procedural design followed by
appropriate
scrip/template/privileges you can easilymake this work.

Kenn
LBNL

11

Aaron,

As I mentioned earlier, why not just do a "Bulk Update" after the

download and let RT do it? It’s safer than messing with code or messing
with the DB outside of RT. Just a thought.

Kenn
LBNLOn 4/9/2008 11:09 AM, Aaron Sallade wrote:

Hi all,

We are down to the last little hurdle for an import of 20,000 tickets
from a commercial system. I need to be able to set the Created date, as
opposed to it showing as created Now(). I currently have the value in
“Starts” so if it can be done from a scrip it may work, otherwise a
direct db change may be the only way to go.

Ideas?

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

12

Aaron,

OPPS! Sorry, I didn't realize that created was off-limits in the bulk

update. Bad assumption on my part. I go for SQL code. easier to do it in
the DB and that way you don’t have to wonder what RT is gonna do in
other places or whatever.

Kenn
LBNLOn 4/9/2008 11:09 AM, Aaron Sallade wrote:

Hi all,

We are down to the last little hurdle for an import of 20,000 tickets
from a commercial system. I need to be able to set the Created date, as
opposed to it showing as created Now(). I currently have the value in
“Starts” so if it can be done from a scrip it may work, otherwise a
direct db change may be the only way to go.

Ideas?

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

13

Nelson,

Not to discourage you but, many have tried to get "Approvals" to work

in RT and have failed. That’s why we created our “Requests” queue. We
use it like an “Approvals” queue, but we can control how it acts (and
the privileges) more easily than the RT version.

Kenn
LBNLOn 4/9/2008 11:28 AM, Nelson Pereira wrote:

Ok, thanks all,

I seem to have a very hard time to grasp all of this for some strange
reason. I sat down with the Supervisor and he wants me to forget about
this for now, and simply work on the approvals queue.

So since this is not on topic, I will create a new thread.

Regards,

Nelson Pereira

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, April 09, 2008 1:47 PM
To: Nelson Pereira
Cc: Aaron Sallade; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [BULK] RE: question about watchers

Nelson,

Try this. Setup a group that includes just the AdminCc’s of each

support queue. then, put them in the Watcher CC of the general
(unassigned) queue. Setup a notification to email CC watchers when a
ticket is created in the unassigned queue. Now, when a ticket is created

in the unassigned queue, those that are the interested parties can look
at the queue (give that “special” group the appropriate rights) and
either
a) Take the ticket they want and work on in in the unassigend
queue to
resolve, OR
b) Move the ticket to the queue they use to work on tickets OR
c) create a scrip that moves a ticket to the appropriate queue
when the
owner changes from nobody to somebody (whomever/whatever queue).
Either way, with a little procedural design followed by
appropriate
scrip/template/privileges you can easilymake this work.

Kenn
LBNL

14

Thanks all,

Were going to do it at the SQL level. Thanks for the help.

-Aaron