[rt-users] How to create ticket to others.

[Albert Shih]

Hi all.

I would like to use our RT to track everything. 

When someone outside our team ask us a question, everything work fine. 

But we like to use RT to track our questions to somebody not in our team.

Classically we send a email to «somebody», put our team aliases in the CC,
and that's all. But off course we don't have anything to track this. 

Now if we want to use RT and put the rt-mailgate-adresse in the CC it's not
really working because the answer come from «somebody» is go directly to
the RT and create a new ticket. 

We can create a ticket directly from the web interface and put in the 
Requestor list «somebody». But our team don't like web interface and that's
sound strange to put «somebody» in the requestors-list. 

or can put the «somebody» in the CC list. But again we don't like web
interface.

So : how can I manage that ? 

The best solution is 

	when the requestor send a ticket and if the requestor is in the
	AdminCC list then automaticaly put the others (in To: or CC:) in
	the CC for this ticket.

Regards.

JAS





-- 
Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 15:41:13 CEST