[rt-users] Interaction between RT Systems

[Scott Hebert]

Bob,

Have you modified rt-mailgate to parse and load either custom fields or
status info/headers from the incoming email?

SH

-----Original Message-----
From: Bob Goldstein [mailto:bobg at uic.edu]
Sent: Saturday, November 08, 2003 1:48 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Interaction between RT Systems 


I've got a similar problem, but between a Clarify installation
and RT.  My intended solution will just be email with special
queues.  If a ticket is moved to a special Clarify queue,
Clarify will fire off an email to RT, "properly" formated.
RT will see this, parse and create an RT Ticket.  And vica versa.

Still a few details to be worked out :-)  But the intention
is to be barely good enough for rough transfer, and not
to make one system as a real-time front end for the other.

   bobg



>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
>
> 
>
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>
>
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