Tickets in one file must see by other

RT Users
1

Hi everyone.

In our RT we got many queues. Let’s say I’ve two queues

Queue 1
Queue 2

For each queue we got a group of adminCc

queue 1 : admincc-group-1
queue 2 : admincc-group-2

Those two queues have nothing in common so in 99% time every thing
commin in the queue 1 stay in the queue 1 and is see by the admincc-group-1
(same for queue 2)

But in the 1% of the ticket we want the other admincc-group received a
message. For example

If someone create a ticket inside queue 1 then the admincc-group-2
received the message with the content of the ticket.

Basically what I want is the ability to add a RT-group not a email adresse
in the web interface (selfservice) as CC or AddCc.

Is that possible ?

Regards.

Albert SHIH
DIO b�timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T�l�phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
jeu 3 avr 2014 23:54:55 CEST

2

Basically what I want is the ability to add a RT-group not a email adresse
in the web interface (selfservice) as CC or AddCc.

While you can add a group in the RT interface, you cannot do it from
SelfService

If you must use SelfService, I suspect you want a Custom Field with
group names and a scrip that manages AdminCcs for you based on the
settings of that CF.

-kevin