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

[Albert Shih]

 Le 18/04/2011 à 09:55:56-0700, Kenneth Crocker a écrit
> 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.

Thanks. 

Let me explain (sorry my english is very poor) again. 

Take a example, I need to contact (I'm working as system-admin in IT) the
support of the dell because one of my server lost a disk.

What I want to do is create a ticket in RT to track this. So creating a new
queue is not very good because I'm going to use this maybe only one time. 

But I find a solution, I'm not sure is the good way to do that but it's
working. 

I send a email to mail RT-Mailgate_address and put on the top of the mail

AddCc:DELL_SUPPORT_ADDRESS

so when the ticket is create RT send a email (with in the subject the good
tags, and correct from address) to DELL_SUPPORT_ADDRESS so when he going to
answer the mail going to RT-Mailgate_adfress and RT send back to me. 

So I can track all the transaction and put in the archive. 

The only thing I can do is, in this method DELL_SUPPORT_ADDRESS received
his own email. But that's in small inconvenience.  

But maybe someone have better idea ? 

Regards.


> 
>     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.
> 
-- 
Albert SHIH
DIO batiment 15
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lun 18 avr 2011 21:59:53 CEST