Try using this php file. Place it on your web server (make sure php is working). It will show you all open tickets currently in the system. (this php was put together by Mike Seigafuse [mseigafuse@fcg.com] and posted on the developers mailing list a bit ago). Hope this helps. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: niblettda@gru.com [mailto:niblettda@gru.com] Sent: Monday, October 13, 2003 3:56 PM To: otrs@otrs.org Subject: [otrs] CC'ing Customer Notifies I'm fairly new to OTRS and still learning everything. Right now I have one item that I'm stuck on that I can't seem to find the right way to go about fixing this. Here is my layout: I have X people sitting on a Help Desk. They are 24x7 and migrate in and out through the day. I have Y Admins that support questions from the X people on the Help Desk. Right now the Y Admins are using OTRS to manage problems coming in from the Help Desk. My issue is that if Help Desk person A opens a ticket about not being able to Email otrs.org, Help Desk person B doesn't know anything about this, and they may open a second ticket for the same thing. Likewise if I fix Help Desk person A's issue, then B never knows that it got fixed. I might not be thinking about this correctly, but in this case it seems to me that I want all Notices, Owner changes, etc to be Emailed to a mailing list. I can see how to do this for New tickets and some other items, but I don't see how to send say "New Owner Notices" to a Mailing list. I found the "xxxxxxxCcxxxxx" items in the Default.pm, but not all things support this it seems. As I said, it's entirely possible that this may be a human problem where we need to change the procedure. Some other items I've thought about is if there is a way for the Help Desk and Admins to view all open tickets. I've also thought about writing a web front end that will get all the open tickets from the DB and display them, but it seems to me this should be a fairly common problem so I'm betting that others have already solved it. Thanks! -- David A. Niblett | email: niblettda@gru.net Network Administrator | Phone: (352) 334-3400 Gainesville Regional Utilities | Web: http://www.gru.net/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/