[rt-users] Using RT to track outgoing requests

[Nathan Ward]

On 27/04/2011, at 10:15 PM, Raed El-Hames wrote:

> 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. 

This approach sounds good, but I'm not sure it will work for me. I often need to create a ticket with a customer, for example "We need to move this around in such a way" or "We need to free up some hard drive space" or something.
I also often deal with suppliers that are not my supplier, but the customers' supplier - for example today I have a problem where a customer's outbound email relay at their ISP is blacklisted, and I've noticed this, so I need to raise a ticket with the people who run their in-house exchange server and manage moving their mail to relay through a host I provide them.
I could go to my customer and have them relay information for me, but that's a pain when they are not technical and don't pass information on quite right - I prefer to deal direct.

--
Nathan Ward