Q: Can more than one person be associated with a ticket?

Answer

RT lets you specify more than Requestor for a Ticket. Also, you can specify others to be associated with a Ticket in different capacities. These people are called Watchers.

A Watcher is someone who wants to know about the progress of the Ticket and may need to participate in the resolution of it. More than one Watcher can be assigned to a Ticket.

There are two types of Watchers:

• Cc: Someone who should get copies of any Replies that go to the Requestor but is not necessarily allowed to work on the Ticket.
• AdminCc: Someone who should get copies of any Replies that go to the requestor AND any Comments added to the Ticket. Admin Ccs are generally allowed to work on the Ticket.

Watchers can be specified on a per-Ticket basis, or a Queue administrator can set up Watchers to be associated with all ticket created for a Queue. By default, no Watchers are set up for Queues or Tickets.