Supervisors on Queues and Mail feedback

Hi
I’m looking for your opinion on how to solve the following situation.

Our RT 3.8.2 is used by different teams, each of them has it’s own
queue, and it’s own team leader.

Team leaders desire to keep an eye on the queue, and asked me a way to
see all ticket entering their group queue.

So I added them as watcher for their respective queue.

Now they’re whining because they receive too many mail: they’d like to
receive only the first message that create the ticket and last message
that put the ticket in resolved/rejected state.

The solution I was thinking about was to remove the watchers from the
queues and create a scrip for every team’s queue, inserting directly
into the scrip mail addresses of Team Leader…

Is it the only solution? it doesn’t look so clean to me…

Do you have any suggestion or better ideas to solve this?

Thank you for your time and your opinions

cheers

Andrea Perotti

smime.p7s (3.27 KB)

Andrea,

We have over 100 queues with the same type of supervisory setup. What we
do is make each supervisor (we call them Queue managers) of a Queue the
"AdminCc" Watcher of that queue. Then we can assign different privileges
to each of them as is needed and it doesn’t affect any other Queue
managers. We also have two basic types of groups for EACH Queue; a
"Support" group and a “User” group. The Queue manager is a member of the
"support" group and, of course, has all the privileges that the support
group has PLUS the extra ones we allow for being the Queue manager.
This setup ALSO allows us to set/not set different notification scrips
on a queue-by-queue basis. Those that want 'em, get 'em.
Anyway, that’s the way we do it and it works fine for us. Hope this helps.

Kenn
LBNLOn 10/1/2009 7:57 AM, Andrea Perotti wrote:

Hi
I’m looking for your opinion on how to solve the following situation.

Our RT 3.8.2 is used by different teams, each of them has it’s own
queue, and it’s own team leader.

Team leaders desire to keep an eye on the queue, and asked me a way to
see all ticket entering their group queue.

So I added them as watcher for their respective queue.

Now they’re whining because they receive too many mail: they’d like to
receive only the first message that create the ticket and last message
that put the ticket in resolved/rejected state.

The solution I was thinking about was to remove the watchers from the
queues and create a scrip for every team’s queue, inserting directly
into the scrip mail addresses of Team Leader…

Is it the only solution? it doesn’t look so clean to me…

Do you have any suggestion or better ideas to solve this?

Thank you for your time and your opinions

cheers

Andrea Perotti



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