<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta http-equiv=Content-Type content="text/html; charset=utf-8"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-fareast-language:EN-US;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-CA link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>In one application, I have a helpdesk that will be entering tickets on behalf of users who call in; those users will not have direct access to RT. I would like the helpdesk to enter the tickets with the user’s actual email address as the Requestor, both for ease of tracking (otherwise “support@” is going to own a LOT of tickets) and to ease the transition later when we do give the end-users direct access.<o:p></o:p></p><p class=MsoNormal>However, in the meantime, I want to be able to easily control whether an email gets sent out or not. I don’t want to disable emails globally, since we already use RT’s email capabilities for internal clients.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I can handle setting up special “outside” queues that don’t send email, if that’s the easiest way. What I think would be ideal would be a checkbox on the Create Ticket screen called “disable email for this ticket” with a default that I can set per queue, but obviously that feature doesn’t exist right now. In its absence, I’m looking for suggestions on how best to do this.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thanks,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>-Adam Thompson<o:p></o:p></p><p class=MsoNormal>DMTS (Contractor)<o:p></o:p></p><p class=MsoNormal><a href="mailto:athompso@dmts.biz">athompso@dmts.biz</a><o:p></o:p></p><p class=MsoNormal>(204) 291-7950 - direct<o:p></o:p></p><p class=MsoNormal>(204) 489-6515 - fax<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>