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

[Kenneth Crocker]

Albert,

I'm not quite sure if I understand your question, but I think you want to be
able to create tickets for people "outside" your group/organization for
questions, etc. My suggestion is to create new Queues for the various
groups/organizations you are referring to. Then send email to those Queues
for your questions. When you configure those Queues, make sure you set the
watchers up to be those you want to hear from and make sure those Queues are
ONLY executing notification scrips specific to those needs to those
watchers. When those watchers do a "reply" to the email RT sent (when the
ticket was created), RT will keep track of those responses and as the
"Requestor", you will get a copy of their response (provided you have that
scrip working in that Queue.

Hope this helps.

Kenn
LBNL

On Mon, Apr 18, 2011 at 6:48 AM, Albert Shih <Albert.Shih at obspm.fr> wrote:

> 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
>
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