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

[Carl Vincent]

>From: Roy El-Hames [mailto:rfh at pipex.net] 
>Sent: 13 March 2007 10:55
>To: Carl Vincent
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Workflow question: RT on both ends of a ticket
       
>>> 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.

>> 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?

>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??

I'd not thought of that - there's already some ticket relationships
going on, so the scrip would have to figure out if the related ticket
was in the apppropriate queue or not before choosing to update it.

Cheers

Carl