On 21/12/10 12:55, Martyn Drake wrote:
Create a queue (support, admin, etc.) and add users to that queue? Then when you email that queue all users in that queue should see the same email?
I'll have another look at this, but this all seemed quite convoluted.
<later>
OK, I've created a group and added lots of rights to it for my main support queue (no idea what half of them do!) and added my user to the group, and I can see stuff in the queue.
I can see how to "Take" a ticket, although no idea how I might allocate it to someone else.
Also, what I will almost certainly need to do is to have mail from certain email addresses automatically go into certain queues regardless of the address they were sent to, I assume that's possible somewhere?
I have to say that RT just feels very much like hard work, although I appreciate that a lot of people use it so it must be doing something right. (Could use the same argument for Windows mind you....)