[rt-users] dealing with external parties via email?

[Adrian Carter]

I believe just using the "CC" functionality of the ticket should meet 
your requirements no?

Malcolm Herbert wrote:

>Sometimes when resolving an issue for a client it is common to email a
>third party (an application vendor, for example) and have a conversation
>with them to solve the problem. I'd like to be able to use RT3 to
>capture this exchange and keep all the information about that ticket
>together.
>
>The problem is of course that the vendor is not the requestor nor admin
>of the ticket, nor should they be. Is there any way to allow the owner
>of a ticket to have a private email conversation with another person
>about a problem but not have them in the position where they need to see
>ticket open/close/status messages for a ticket they don't have access
>to?
>
>This has to be fairly common I would think - how do others handle it?
>
>With my current knowledge of how RT works I guess I could create a
>'technical' queue, and remove all the normal scrips on it. Then when
>a third party needs to be involved I could create a ticket on that
>technical queue and somehow associate it with the original user ticket
>
>... seems a bit of a kludge, but useable ... any other ideas?
>
>  
>

-- 
Adrian Carter
Technical Manager
Leading Edge Internet

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