[rt-users] Change /temporary remove requestor from ticket correspondence

Lorens Kockum rt-id-45 at lists.lorens.org
Thu Mar 8 05:07:42 EST 2001

On Thu, Mar 08, 2001 at 09:51:18AM +0100, Joakim Adolfsson wrote:
> Our abuse-department receives a mail from a complainer (the requestor) and
> RT creates a ticket in our abuse-queue. Sometimes we answer the requestor
> "the problem is sovled, thanks" and we resolve or kill the ticket =) But
> sometimes we want to continue the issue, communicating with other ISPs on
> this ticket but we don't want the requestor to see the correspondence. And
> ofcaurse we don't want to create a new ticket, we want all information on
> the same ticket. And when the communication with other ISPs is done and we
> got all answers we need, we wish to send a mail to the
> complainer/requestor and say "hi now the spammer/portscanner etc is
> killed".
> Do you have a solution or idea how to solve this problem?

I have the exact same problem (you might want to look up posts I
made last month sometime, as well as a post I made yesterday). I
decided to open a new ticket, and I'll have to hack RT as
suggested by Jesse yesterday to create a link between them.

The problem is that we typically get a lot of complaints for
one user. Therefore, instead of merging tickets, we'll have one
ticket for each complaint, and one ticket for the accused. If,
two months later, the same guy gets accused again, it'll still
be the same ticket for him, and we'll have the guy's criminal
record before us.

If anyone has other suggestions, I will be gratful, and I'm sure
Jocke will too :-)

#include <std_disclaim.h>                          Lorens Kockum

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