[rt-users] Interaction between RT Systems

[Scott Muller]

Hi all,

We use RT for all of our support queries. Most of our customers
have their own queue. We have setup RT for one of our larger customers
on their site for their internal helpdesk support. What I need to know
is how to interact between our customers RT installation (on their own
server)
and our RT system. Some of the support calls that they receive, they
cannot
fix. At the moment our customer just manually creates a ticket on our
system.
I was thinking about creating a special Queue on their system, and
having them
put any tickets that they need assistance with in that queue and it
would
automatically create a ticket on our system. Is this possible, and if so
would we be able to get the full text/history from their job.

I imagine this could be achieved through scrips, but I was just
wondering has anyone
done this and do you have any tips.  The workflow would probably go
something like this

1. CUSTOMER: receives job and decides that they need our assistance
2. CUSTOMER: place job in SPECIAL queue. Job is 'Stalled'. scrip (?)
creates
ticket on our system with full history of CUSTOMER ticket in body of
email
3. US : job is created in CUSTOMER queue
4. US : We fix it and resolve job
5. Customer gets notification of resolved job and resolves their own job

Any help and/or ideas appreciated.



--

Scott Muller                             smuller at netcommplete.com.au
Senior Communications Consultant         Mobile : +61 (0)4388 300 82
NetCommplete Pty Ltd                     Phone  : +61 (0)2 6331 4773
http://www.netcommplete.com.au           Fax    : +61 (0)2 6331 4909