Is there a way to create a ticket with the ability for all users to view it?  We would like to create a ticket for global issues such as system outages and all users to track the problem through this global ticket.

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I'm assuming one of the difficulties here is making sure users can view the ticket, but not edit it.  You could likely make a seperate queue with restricted submitters and owners.  You could then adjust the events you email on to be solely new ticket and resolution changes for Ticket CC and then create a dummy account that uses a global email distribution list as the email address to assign as the CC.  That would send emails to your users based on the content, and allow them to view and make comments without sending email to everyone.  It's at least a direction to start working in.

  It might be more useful, however, to use the global alerts if you are just looking for a system to alert users to global issues and resolutions.  These are in the Reports -> Alerting section, and will create a pop-up notification for your users which you can restrict to specific label groups such that you can alert everyone, specific locations, or specific departments.

Answered 07/05/2012 by: philologist
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