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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">We use both option #1 and #2 suggested by Ram below.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Courier New";color:#1F497D">Martin Criminale<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Courier New";color:#1F497D">University of Washington Information School IT<o:p></o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> rt-users [mailto:rt-users-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Ram<br>
<b>Sent:</b> February 24, 2016 11:10 AM<br>
<b>To:</b> rt-users <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>
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<p class="MsoNormal" style="margin-bottom:12.0pt">Hello group,<br>
<br>
We're using RT for several years now and upgraded recently to RT 4.4<br>
A lot of our tickets involve requests where the owner of the ticket needs to make some inquiries or put other departments at work.<br>
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.<br>
<br>
We could manually send out some answers or replies with the involved departments in CC:<br>
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.<br>
This is not what we want.<br>
<br>
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)<br>
Installing RTIR seems like overkill, since this has little or nothing to do with incidents.<br>
<br>
What is the best practice to create a working solution for this problem?<br>
Has anyone done this before? Are there some ready-made contributions that I can use?<br>
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.<br>
<br>
Much obliged,<br>
Lieven<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">Three options i can think of:<o:p></o:p></p>
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<p class="MsoNormal">1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address.<o:p></o:p></p>
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<p class="MsoNormal">2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want).<o:p></o:p></p>
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<p class="MsoNormal">3 Link tickets<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">I use all three of these depending on the situation<o:p></o:p></p>
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<p class="MsoNormal">cheers<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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