Ticket owner doesn't receive replies if they're not in the queue

Hi,

We’re using RT 4.0.5.

Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to
another IT person, Fred, to solve, not realizing that Fred doesn’t have
access to queue Q1. The person works on the ticket and resolves it. Later,
a user replies to the ticket, thereby reopening it. We all think that Fred
is going to work on the ticket, so we ignore the email we all got. But it
turns out that the reply doesn’t go to Fred, because Fred can’t see the Q1
queue.

Doesn’t that seem wrong? Shouldn’t the owner of a ticket always get
replies to that ticket? Is there some parameter in RT we can change?

My apologies if this has been asked many times. Pointers to an answer
would be much appreciated.

Thanks,

-Amir Karger

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-

Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to
another IT person, Fred, to solve, not realizing that Fred doesn’t have
access to queue Q1. The person works on the ticket and resolves it.
Later, a user replies to the ticket, thereby reopening it. We all think
that Fred is going to work on the ticket, so we ignore the email we all
got. But it turns out that the reply doesn’t go to Fred, because Fred
can’t see the Q1 queue.

Hi
You could create scrips to notify owner on comments and corresponds. In
addition, you could also grand “SeeQueue” right to those who can be assigned
as the owner and grant “SeeTicket” and other required access (i.e.
ModifyTicket) to the Owner
I believe both will work. The first one may be better when you intent to
relay on Email instead of RT GUI, but if the doers are required to check the
RT GUI frequently, the second method whit search showing “Thickets I own”
would work
-payam

smime.p7s (5.48 KB)

a user replies to the ticket, thereby reopening it. We all think that Fred
is going to work on the ticket, so we ignore the email we all got. But it
turns out that the reply doesn’t go to Fred, because Fred can’t see the Q1
queue.

As mentioned earlier, you can grant ShowTicket to the Owner role so
that Fred can see things, but that doesn’t affect email notifications.

By default RT does not ship On Correspond Notify Owners or On Comment
Notify Owners, because it was assumed that your list of owners was a
subset of AdminCcs (this is how we use RT, but clearly isn’t the only
model).

You can add On Correspond Notify Owner, but keep in mind that if the
Owner is also an AdminCc, that user will get 2 emails. You’d need to
add a Notify Owner and AdminCc action, which you can do with a small
piece of initialdata. Docs on that here:
http://bestpractical.com/rt/docs/latest/initialdata.html

-kevin