<html>
<head>
<meta content="text/html; charset=windows-1252"
http-equiv="Content-Type">
</head>
<body bgcolor="#FFFFFF" text="#000000">
The simplest approach is probably to use Links. Under the Links
section, you'll see a Create button that lets you easily create a
linked ticket. You can have your internal conversation on the linked
ticket and just reply back to the requestor when it's appropriate.<br>
<br>
<div class="moz-cite-prefix">On 2/23/16 3:04 PM, Lieven Bridts
wrote:<br>
</div>
<blockquote
cite="mid:889D8661A80A664FABA93E1489EF3E900107DE7770@EXCHANGE.gempuurs.local"
type="cite">
<meta http-equiv="Content-Type" content="text/html;
charset=windows-1252">
<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;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
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;}
p.MsoAcetate, li.MsoAcetate, div.MsoAcetate
{mso-style-priority:99;
mso-style-link:"Ballontekst Char";
margin:0cm;
margin-bottom:.0001pt;
font-size:8.0pt;
font-family:"Tahoma","sans-serif";
mso-fareast-language:EN-US;}
span.BallontekstChar
{mso-style-name:"Ballontekst Char";
mso-style-priority:99;
mso-style-link:Ballontekst;
font-family:"Tahoma","sans-serif";}
span.E-mailStijl19
{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:612.0pt 792.0pt;
margin:70.85pt 70.85pt 70.85pt 70.85pt;}
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]-->
<div class="WordSection1">
<p class="MsoNormal"><span lang="EN-GB">Hello group,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">We’re using RT for
several years now and upgraded recently to RT 4.4<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">A lot of our tickets
involve requests where the owner of the ticket needs to make
some inquiries or put other departments at work.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">e.g. As a response to a
ticket a new user account has to be created and some actions
like delivering devices (smartphone, laptop) or giving
access to applications has to be done by other departments.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">We could manually send
out some answers or replies with the involved departments
in CC:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">But, since these are not
comments, by default the requestor gets all the
correspondence as well, e.g. when the department answers
that the smartphone is ready to be picked up.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">This is not what we
want.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">The situation above can
be compared with the queue “Investigations” in RTIR where
new tickets are created, linked to the original one, but
without notifying the requestor(s)<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Installing RTIR seems
like overkill, since this has little or nothing to do with
incidents.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">What is the best
practice to create a working solution for this problem?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Has anyone done this
before? Are there some ready-made contributions that I can
use?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">My knowledge of Perl is
rather limited, so I could create a scrip but this should
mainly be based on copy-pasting and little adjustments of
examples.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Much obliged,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB">Lieven <o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="mso-fareast-language:NL-BE"
lang="EN-GB"><o:p> </o:p></span></p>
<table class="MsoNormalTable" border="0" cellpadding="0">
<tbody>
<tr>
<td style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span
style="font-size:12.0pt;mso-fareast-language:NL-BE"
lang="EN-GB"><o:p> </o:p></span></p>
</td>
<td style="width:3.75pt;padding:.75pt .75pt .75pt .75pt"
width="5">
<p class="MsoNormal"><span
style="mso-fareast-language:NL-BE" lang="EN-GB"><o:p> </o:p></span></p>
</td>
<td style="padding:.75pt .75pt .75pt .75pt">
<p class="MsoNormal"><span
style="font-size:12.0pt;mso-fareast-language:NL-BE"
lang="EN-GB"><o:p> </o:p></span></p>
</td>
</tr>
</tbody>
</table>
<p class="MsoNormal"><span style="mso-fareast-language:NL-BE"
lang="EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-GB"><o:p> </o:p></span></p>
</div>
<br>
<fieldset class="mimeAttachmentHeader"></fieldset>
<br>
<pre wrap="">---------
RT 4.4 and RTIR Training Sessions (<a class="moz-txt-link-freetext" href="http://bestpractical.com/services/training.html">http://bestpractical.com/services/training.html</a>)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016</pre>
</blockquote>
<br>
</body>
</html>