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

[Roy El-Hames]

Hi Carl;
Have you investigated having relationship between the 2 tickets 
(parent/child or refer to etc) then applying a scrip when an update to 
one submits an update to the other??
Roy

Carl Vincent 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.
>>     
>
> 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
>
>