[otrs] Ticket Assignment

[Roy Kaldung]

On 10/19/11 4:14 PM, Garabed Yegavian wrote:
> Is there a way to have a group get all emails from a ticket. I do not
> want the communication to get locked between one person rather have it
> be a group effort in solving the issues. We are using this internally only.
> 
>  
> 
> Example: If I create a ticket I want it to broadcast to all technical
> people in the group. I want anyone to be able add to that ticket and
> when they do it should update the whole team. It seems as if the
> communication gets locked between the creator and the owner

Hi,

for allowing a group to add to a ticket check for RequiredLock in the
SysConfig, e.g. Ticket::Frontend::AgentTicketNote###RequiredLock and set
it to No.
For updating the team use the NotificationEvents like ArticleCreate,
ArticleSend etc.

hth,
Roy

-- 
Roy Kaldung
e-mail: roy at kaldung.com