[rt-users] Interaction between RT Systems

[Bob Goldstein]

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

   That's my plan.  Or just write my own mailgate and attach
   it to a specific email alias.  But I probably won't get to
   this until late this week or next.
   
   I was going to need a custom field to hold the remote
   ticket ID, in case I ever had to match them up again.

     bobg



>
>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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>>
>>
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