Hi
The following is a scenario which we are facing with it in our company:
We have an IT department which serves all the company.
One of the departments has several equivalent supervisors. Each of the
supervisors can send request to the IT department, but they would like all
of the supervisors get update on progress of tickets.
I was thinking about the following solution:
grant “Requestor” with Watch permission in the mentioned queue (and also
showtickets and some other show.) and ask them whenever they create a
ticket, they themselves, go and add the group of Supervisors in the CC
watcher.
It seems that with Watch permission, it is only possible to add self to the
list of watchers not anyone else.
First Is there any idea to solve this scenario?
Second, what about defining new permission level/or modify the logic of
current “Watch” and “WatchAsAdminCc” to allow add others as a watcher?
Best Regards
smime.p7s (5.06 KB)
Payam,
I can think of a couple ways to do this.
First off, it sounds like all those supervisors shouild be in a group with
the same privileges. We NEVER grant rights to individual users. Too much
maintenance in the long term and too difficult to resolve rights issues when
some rights are granted to users and some to groups and many rights granted
redundantly.
Once you have them all in a group, you can write a scrip to add them as
ticket Cc watchers for any ticket when the From address is from one of those
in that group. Once that is done, they will get emails notifications for any
scrip you create for that Queue.
You can also, create a scrip to add all Cc’s from an email to the ticket as
Cc watchers for that ticket for a specific Queue. That way, whenever they
send in an email they just have to make sure the other supervisors are
listed as Cc’s in the email and the scrip will add them.
Those are just a couple ways, first off. but I’m sure there are a couple
others using rights and groups, etc.
Kenn
LBNLOn Sat, Sep 25, 2010 at 11:13 PM, Payam Poursaied payam@rasana.net wrote:
Hi
The following is a scenario which we are facing with it in our company:
We have an IT department which serves all the company.
One of the departments has several equivalent supervisors. Each of the
supervisors can send request to the IT department, but they would like all
of the supervisors get update on progress of tickets.
I was thinking about the following solution:
grant “Requestor” with Watch permission in the mentioned queue (and also
showtickets and some other show…) and ask them whenever they create a
ticket, they themselves, go and add the group of Supervisors in the CC
watcher.
It seems that with Watch permission, it is only possible to add self to the
list of watchers not anyone else.
First Is there any idea to solve this scenario?
Second, what about defining new permission level/or modify the logic of
current “Watch” and “WatchAsAdminCc” to allow add others as a watcher?
Best Regards
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!