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

[Carl Vincent]

>-----Original Message-----
>From: Les Mikesell [mailto:lesmikesell at gmail.com] 
>Sent: 13 March 2007 12:48
>To: Carl Vincent
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] Workflow question: RT on both ends of a ticket
>
>Carl Vincent wrote:
>
>>> 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? 

Thanks for all the suggestions. I've installed
RT-Extension-ExtractRTNames but am experimenting with my "filter script"
solution.

I've written the filter and it seems to work as hoped. We'll see how
robust it is in the longer term.

I've posted the solution on the wiki:
http://wiki.bestpractical.com/index.cgi?RtTalkToSelf


Thanks again for the support (and for RT!)

Cheers

Carl

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