[rt-users] Using RT to track outgoing requests

[Raed El-Hames]

Nathan:

There are different ways of dealing with the scenario you have.
What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor,
When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence.
I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. 

Roy

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Nathan Ward
> Sent: 27 April 2011 05:39
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Using RT to track outgoing requests
> 
> Hi all,
> 
> I imagine this is a common problem, but I can't find anything by searching
> the archives - I've tried a number of different search terms but don't hit
> anything useful.
> 
> I support a number of customers who I look after various IT things for. I
> often want to send an email to someone who I need to work with for a
> customer, for example, I manage a web/email server for a customer and need
> to email the company who runs the customer's desktop machines etc. as a
> new request initiated by me ("I've noticed this problem, here's what we
> should do to fix" type of thing).
> 
> If I create a new ticket in the web interface and add the 3rd party as a
> requestor, they get a somewhat confusing Autoreply message back. That's
> not ideal.
> If I create a new ticket in the web interface and add the 3rd party as a
> CC, and myself as a requestor, that works OK but I have to reply to a
> ticket in order to get the email to the customer.
> 
> I could also create a ticket with email, and CC the other person, but
> they'll hit reply to all (or just reply) and emails will go outside the
> ticketing system and/or create new tickets which is not ideal.
> 
> 
> I have wanted to do this in the past in other situations, for example as
> an ISP I've wanted to send a message to another ISP, or to a transit
> provider or something, to arrange a change in our interconnection/peering.
> I'd prefer these thing to be tracked in RT, instead of my personal mail.
> 
> 
> What are other people doing for this sort of thing?
> 
> --
> Nathan Ward