[rt-users] Workflow question: RT on both ends of a ticket

[Roy El-Hames]

I am also trying to figure out what the problem is  ..
Carl can you explain a bit more sounds like an interesting problem,
Roy

Les Mikesell wrote:
> Kenneth Crocker wrote:
>
>>> The fun starts when we want to run a workshop at our own venue:
>>> Following the plan above, our RT system ends up on both ends of the
>>> ticket. Ideally the workflow process would be the same whether we're
>>> using our venue of one elsewhere, but at the moment our team have to
>>> treat these tickets differently (tickets are linked
>>> refers-to/referred-by and you have to check both for the full picture).
>>>
>>> I've kind of resigned myself to run a separate RT for our venue
>>> management operation - then the two RTs can talk to each other. I'd 
>>> also
>>> considered writing something to rewrite the headers to fool RT into
>>> thinking it was talking to a separate RT instance - though I don't know
>>> how hard that would be.
>>>
>>> Does anyone else have a suggestion to smooth out this abnormality in 
>>> our
>>> workflow?
>>>
> >
> >     Are all these tickets in the same Queue? I don't understand why
> > using different Queues wouldn't work.
> >
>
>
> I think he has separate queues but wants the email response going out 
> of one of the queues to be accepted back into a different queue where 
> it will reach the right people.  If you had different RT instances you 
> could find the different RT names in the subject line and each could 
> have different ticket numbers, but I don't think there is a handy way 
> to do this in a single instance.  You can manually move the ticket 
> into the right queue before responding (if you have rights to do 
> both), but then it becomes a special case instead of just replying.
>