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

[Carl Vincent]

>>> 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.

Thanks Les, that's exactly the situation - one RT instance, two queues,
two groups of people dealing with them, but they want to communicate as
they would with "external" people.

Is there any mileage in writing a filter outside RT to rewrite the
headers? I'm thinking it shouldn't be too hard to have a filter before
rt which takes a subject like:

[Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr

and translates it to:

[Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr

before passing it on to RT. Would that be worth a go do you think?

Cheers

Carl

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