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<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>
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