[rt-users] Agent reply to customer - initiated by mail?

Ruslan Zakirov ruz at bestpractical.com
Fri Aug 22 04:03:23 EDT 2008


On Fri, Aug 22, 2008 at 11:13 AM, kschmitte <kschmitte at voiceobjects.com> wrote:
>
> Hello all,
>
> I searched the list archives (and the RT help/wiki), but was not successful
> so far.
> Maybe it is just to obvious?
>
>
> I want to replace an older ticketing solution - not very nice tool, but with
> an often needed feature:
> When an agent replys to a notification for a ticket, this reply is sent to
> the ticket requestor and added to the ticket as "agent answer" from the
> trouble ticket system.
>
> This feature is needed as our companys blackberry devices are not well
> capable of handling login tracking for SSL web pages (don't know why) and
> installing the Opera mini browser seems to be impossible (telco
> restriction).
> So the only helpful way is to do these things by mail...
>
> Does this work with RT? Which effort would I need to calculate to make it
> working?
Yes, it works. People can use email to reply to a ticket, but only
when they get some notification from RT or know ticket id.
Notifications are configurable and you can implement various
solutions:

1) When ticket is created you notify a group of people (your team)
with a template, in the template you can insert content of the
original request. In this case all people who receive such a message
can hit reply and write a message, however as they are all notified
you can end up with situations when multiple people reply to the same
request. Also, in RT all tickets have an owner, usually this is person
who is working on the ticket. Without using this field you have to
grant all staffs with right to reply to tickets and you loose track of
who is working on this or that ticket. To avoid such problems you can
use another solution described below.

2) When ticket is created, you set up an owner using a scrip with some
algorithm. On the wiki you can find examples of some scrips that set
owner of a ticket automatically. Then you set another scrip "On Owner
set notify owner with template X". In this situation you can grant
'ReplyToTicket' right to owners only, so other people should take
ownership over unowned tickets or steal from other people to reply to
a ticket. Also, only one person from your team (who was set owner by a
scrip or manually) get a notification and mail boxes are not bloated
with emails they shouldn't deal with. This solution is harder to
setup, but it has more advantages over the first one. For example,
with scrip "On Correspond Notify Owner with template Y" (RT has this
out of the box) owners will receive notifications by email when other
persons reply to a ticket they own and sure they can use this emails
to continue conversation with people associated with the ticket
(requestors, ccs and adminccs - these are three groups of people that
can be connected to a ticket except owner).

>
> Thanks for any help / hint / ...
>
> regards,
>
> Kai Schmitte
>
>

-- 
Best regards, Ruslan.



More information about the rt-users mailing list