[rt-users] Capturing User Sign-Off

[Tim Casada]

We are trying to capture an end user sign-off e-mail in RT.  I have come 
up with two potential ways of doing this:

1. Creating a custom field of type "Link-values-to" that the RT user 
will enter the transaction id into that will then create a bookmarked 
link to the correct transaction in the ticket.  This requires a simply 
URL fill in with the substitute __id__.  The down side to using this is 
that it makes it harder to pull the sign-off data from SQL.

2. Create a custom text template that the user would fill out and then 
e-mail to RT.  A parsing script would then be written to parse the 
e-mail contents and update a custom field.  The down side to using this 
method is that it depends on the end user correctly filling out and 
sending the template whereas the first method does not depend on this.

We also will have to create a custom script to disallow resolves when 
this custom field is not filled in, but I really do not want to make 
this a required custom field but a "required before resolve" custom 
field.  Has anyone dealt with this problem as well?

Thanks,

-- 
Tim Casada