[rt-users] auto forward tickets/replies to specific users

gary_pustizzi at tjx.com gary_pustizzi at tjx.com
Thu Sep 11 11:35:10 EDT 2008




      It sounds like you should define watchers for your support queue, and
enable/create a scrip so that <on create>, <notify Ccs> with template
<Global template:  Autoreply> or something like that.

rt-users-bounces at lists.bestpractical.com wrote on 09/08/2008 03:49:45:

> We maintain several support@ email addresses, which at the moment get
> sent via distribution lists to our various support people.  We wish to
> transition from this setup, to hopefully, an RT setup.
>
> In order to this, we would like the ability to have a copy of each
> ticket/response forwarded to an address AFTER the ticket/response has
> been added to the queue.
>
> eg.  Customer Tim sends "help me" to support at mydomain.com
> The following ticket "[mydomain.com #12345] help me" is created, and a
> copy of this ticket is emailed to supportcopy at mydomain.com (WITH the
> modified subject)
>
> This way, anyone who receives "supportcopy at mydomain.com", if they were
> to reply to this email (and cc the reply back to support at mydomain.com)
> .. then the reply will get linked to the appropriate ticket.
>
> Ultimately, when everyone is comfortable with using the new RT system,
> they can be removed from the "supportcopy at mydomain.com" list, and use
> the web interface instead.
>
> Thanking anyone kindly for any assistance they can give in advance. :)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




More information about the rt-users mailing list