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 Is this possible? Thank you, Garabed Yegavian [cid:image001.png@01CC8E7A.087A7860]http://www.firelinebroadband.com/ 323.465.6772 x3414
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@kaldung.com
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Garabed Yegavian -
Roy Kaldung