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<p class="MsoNormal"><span style="color:#1F497D">Agreed – we often use linked tickets here.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">For example, I want the NetOps team to do something on the ticket so I create a child ticket and assign that to their queue.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">(If there is a dependency, I create a DependsOn instead of Child).<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">This offers a secondary benefit of cleaning up reporting – who did what in what queue, how many tickets they worked, etc.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Alternatively, you can hit Reply in the web interface to add correspondence to the ticket.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Cc the other team (so far, this is exactly what you described originally)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">BUT uncheck the original Requestor(s) from that specific Reply.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">You can uncheck them at the bottom of the Reply page, under the Scrips and Recipients block.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Note: If you go this route, the comment will be visible to them if the Requestor uses the SelfService interface to view ticket history.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Also, I believe you need the “ShowOutgoingEmail” permission (View exact outgoing email messages and their recipients, on the Rights For Staff tab in the Group Rights page for the Queue) to do this(?)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo1"><![if !supportLists]><span style="color:#1F497D"><span style="mso-list:Ignore">-<span style="font:7.0pt "Times New Roman"">
</span></span></span><![endif]><span style="color:#1F497D">Brent<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="color:windowtext">From:</span></b><span style="color:windowtext"> rt-users [mailto:rt-users-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Jim Brandt<br>
<b>Sent:</b> Tuesday, February 23, 2016 3:55 PM<br>
<b>To:</b> Lieven Bridts <Lieven.Bridts@puurs.be>; 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com><br>
<b>Subject:</b> Re: [rt-users] Consulting back-office or other departments without notifying requestor<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:12.0pt">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.<span style="font-size:12.0pt"><o:p></o:p></span></p>
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<p class="MsoNormal">On 2/23/16 3:04 PM, Lieven Bridts wrote:<o:p></o:p></p>
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<p class="MsoNormal"><span lang="EN-GB">Hello group,</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">We’re using RT for several years now and upgraded recently to RT 4.4</span><o:p></o:p></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.</span><o:p></o:p></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.</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">We could manually send out some answers or replies with the involved departments in CC:</span><o:p></o:p></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.</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">This is not what we want.</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><o:p></o:p></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)</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">Installing RTIR seems like overkill, since this has little or nothing to do with incidents.</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">What is the best practice to create a working solution for this problem?</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">Has anyone done this before? Are there some ready-made contributions that I can use?</span><o:p></o:p></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.</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">Much obliged,</span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB">Lieven </span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB"> </span><o:p></o:p></p>
<p class="MsoNormal"><span lang="EN-GB" style="mso-fareast-language:NL-BE"> </span><o:p></o:p></p>
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<p class="MsoNormal"><span lang="EN-GB" style="mso-fareast-language:NL-BE"> </span><o:p></o:p></p>
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<br>
<br>
<o:p></o:p></span></p>
<pre>---------<o:p></o:p></pre>
<pre>RT 4.4 and RTIR Training Sessions (<a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__bestpractical.com_services_training.html&d=CwMD-g&c=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8&r=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I&m=BpnxB_vIh58d0YPJP-p6KcVkDLayb39rOUg0P4QF9BA&s=nEhiGmaQ7S2MWKnWCLcHQh4h9hUI_I7DSRBTx5u-0l4&e=">http://bestpractical.com/services/training.html</a>)<o:p></o:p></pre>
<pre>* Hamburg Germany - March 14 & 15, 2016<o:p></o:p></pre>
<pre>* Washington DC - May 23 & 24, 2016<o:p></o:p></pre>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Times New Roman",serif"><o:p> </o:p></span></p>
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