Ticket
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The terms ticket, = request, RT, and REQ can b= e used interchangeably and refer to a record in the RT system
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Requestor
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Requestor of a request/ticket
This pe= rson will receive an email:
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After the request is submitted
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After any correspondence/replies
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Does NOT get email notification when a comment is added (but can see= comments if logged in)
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When request is resolved
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Owner
(see also =E2=80=9C= AdminCC=E2=80=9D role)
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Owner of a request/ticket
This pe= rson will receive an email:
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After any transaction on the ticket that they did not do themselves<= /p> -
When any actions are taken on the ticket: comments, replies, changin= g queue, etc.
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Receives email reminders of stale tickets: if reminders have been se= t up on the queue
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Receives feedback responses from requestors if feedback has been ena= bled on the queue.
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Cc
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Cc
This person w= ill receive an email:
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Admin Cc of ticket
(se= e also =E2=80=9COwner=E2=80=9D role)
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AdminCc of ticket
The tic= ket =E2=80=98AdminCc=E2=80=99 role differs from the ticket =E2=80=98Ow= ner=E2=80=99 role in these ways: ticket =E2=80=98AdminCc=E2=80=99s will not= receive ticket reminders or feedback and the ticket status will = not change from =E2=80=98new=E2=80=99 to =E2=80=98open=E2=80=99 if the =E2= =80=98AdminCc=E2=80=99 replies on the ticket.
This person will receiv= e an email:
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After any transaction on the ticket that they did not do themselves<= /p>
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