[prev in list] [next in list] [prev in thread] [next in thread] 

List:       rt-users
Subject:    Re: [rt-users] Automatically allow CCs access to tickets out of their queues?
From:       Alex Hall <ahall () autodist ! com>
Date:       2016-11-25 21:19:37
Message-ID: CA+Q8_JdEmbptE_T3a+F4+Vna=Abydfs4AonavR-hZm9-EGZuFQ () mail ! gmail ! com
[Download RAW message or body]

[Attachment #2 (multipart/alternative)]


Please disregard the below email. The Graphics guy had been one-time CC-ed,
not permanently CC-ed, and no one realized it until just now. Sorry for the
pointless message. I do need to find a way to turn one-time CC into
permanent, for just this reason.

On Fri, Nov 25, 2016 at 3:45 PM, Alex Hall <ahall@autodist.com> wrote:

> Hi all,
> We just ran into a situation I expect to happen somewhat frequently. A
> graphics worker was CC-ed on a customer service ticket. Graphics would be
> overwhelmed with useless information if we gave them access to the Customer
> Service queue, and CS people don't care about graphics. But sometimes,
> queues do need to cross like this. Of course, Mr. Graphics couldn't view
> the ticket because it was a CS ticket, even though he'd been CC-ed and even
> gotten an email about it.
>
> What I'd like to do is grant ticket viewing rights to anyone CC-ed into a
> ticket, regardless of group membership. Is that possible to do? I know we
> could make teams or temporary groups, but I'd prefer an automated solution
> that doesn't require even more work from a staff who are only grudgingly
> using the new ticket system to begin with. :) Thanks for any help.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall@autodist.com
>



-- 
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

[Attachment #5 (text/html)]

<div dir="ltr">Please disregard the below email. The Graphics guy had been one-time \
CC-ed, not permanently CC-ed, and no one realized it until just now. Sorry for the \
pointless message. I do need to find a way to turn one-time CC into permanent, for \
just this reason.<br></div><div class="gmail_extra"><br><div class="gmail_quote">On \
Fri, Nov 25, 2016 at 3:45 PM, Alex Hall <span dir="ltr">&lt;<a \
href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a>&gt;</span> \
wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px \
#ccc solid;padding-left:1ex"><div dir="ltr"><div><div>Hi all,<br></div>We just ran \
into a situation I expect to happen somewhat frequently. A graphics worker was CC-ed \
on a customer service ticket. Graphics would be overwhelmed with useless information \
if we gave them access to the Customer Service queue, and CS people don&#39;t care \
about graphics. But sometimes, queues do need to cross like this. Of course, Mr. \
Graphics couldn&#39;t view the ticket because it was a CS ticket, even though \
he&#39;d been CC-ed and even gotten an email about it.<br><br></div>What I&#39;d like \
to do is grant ticket viewing rights to anyone CC-ed into a ticket, regardless of \
group membership. Is that possible to do? I know we could make teams or temporary \
groups, but I&#39;d prefer an automated solution that doesn&#39;t require even more \
work from a staff who are only grudgingly using the new ticket system to begin with. \
:) Thanks for any help.<span class="HOEnZb"><font color="#888888"><br \
clear="all"><div><div><div><br>-- <br><div \
class="m_-1401787148244577568gmail_signature" data-smartmail="gmail_signature"><div \
dir="ltr"><div><div>Alex Hall<br></div>Automatic Distributors, IT \
department<br></div><a href="mailto:ahall@autodist.com" \
target="_blank">ahall@autodist.com</a><br></div></div> \
</div></div></div></font></span></div> </blockquote></div><br><br clear="all"><br>-- \
<br><div class="gmail_signature" data-smartmail="gmail_signature"><div \
dir="ltr"><div><div>Alex Hall<br></div>Automatic Distributors, IT \
department<br></div><a href="mailto:ahall@autodist.com" \
target="_blank">ahall@autodist.com</a><br></div></div> </div>



---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[prev in list] [next in list] [prev in thread] [next in thread]