NERC OSTicket notifications need greater specificity

[msdisme]

Currently all NERC agents receive all allocation request and similar email. To broaden the use of osticket to include Red Hat and other team members we need a way to limit the email to only the issues they should respond to.

This is likely a queu and/or configuration issue.

[msdisme]

@Milstein can we get with Naved and Kim and look at the current configuration? By comparing it to the one we use on the Mass Open Cloud one we may be able to figure out what is going on.

[Milstein]

@msdisme : can you please note what was the output of our yesterday's discussion here!

[msdisme]

Discussion with Milson, Naved and Kim:

• We identified a way to shut off extra emails beyond items assigned (@Naved001 I believe that was via a "no email" department?)
• In general Heidi should add people as collaborators
  • need to confirm that collaborators will be able to access via osticket interface
  • Michael to Discuss with Heidi (next comment will summarize that and tag Heidi I am sending about it) I left before the discussion about OSTicket email was completed, not sure if that got resolved @naved001 , @Milstein ?

[msdisme]

@hpdempsey this is meant to summarize our discussion about osticket:

Let's proceed with disabling email alerts for Heidi, except for tasks that are specifically assigned to Heidi and those related to ESI.

Heidi will likely add team members as collaborators, which is beneficial since we won't need to purchase additional seats for them. We should confirm that collaborators can indeed see the tickets, although I believe this is the case.

Heidi would like to review ESI tasks before assigning them. In most instances, the assignments will go to Mainn, but this may vary. For the ESI department (how these issues get created and tracked), Heidi prefers to receive alerts and have these tasks assigned to her initially.

Something we did not discuss: Heidi, when you are traveling or out of the office, would you like Milson, Kim, me, or someone from the Redhat team to track these and assign?

Please let me know if you have any questions or need further clarification.