[rt-users] Using RT to track outgoing requests

[Techmon Techmon]

Another way you could do it would be to setup a separate queue that has
a different Scrip for "On Create Notify CCs" and a different template
that you would setup to your liking. You would have to remove the
default "On Create Notify CCs" Scrip from the Global configuration, and
then apply it to your other queues individually, but it would allow you
to make your 3rd party as a CC through the web interface for the queue
in question and they would be none the wiser. 

Luke Kwiecinski


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan
Ward
Sent: Wednesday, April 27, 2011 12:39 AM
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