[rt-users] Using RT to track outgoing requests

[Kenneth Crocker]

Nathan,

Also, you could modify the "Notify on Create" to have the condition "User
defined" and put code in it that specifies the creator must be the
Requestor. Then create another scrip for when the creator is NOT the
requestor and have a different template that says what you want, like "This
ticket was created for you by so & so. .... do NOT respond to this email ..
or whatever".

Kenn
LBNL

On Wed, Apr 27, 2011 at 9:23 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Nathan,
>
> I'd do one of the following:
>
> 1) Setup a Notify Cc's on Create scrip for that RT Queue OR
> 2) Use regular email, but put your customer as the "To:" and put the RT
> email address as a "BCc:".
>
> #2 works well because as long as you have no ticket number referenced in
> the Subject line, RT will get the email and create a *new* ticket.
>
> Also, keep in mind, on ANY Notify Scrip, you can customize the template so
> that if you choos to send the email straight to RT with the customer as the
> requestor, they COULD get a better email notice, depending on what template
> you use.
>
> Hope this helps.
>
> Kenn
> LBNL
>
>
> On Wed, Apr 27, 2011 at 6:16 AM, Techmon Techmon <
> techmon at petfooddirect.com> wrote:
>
>> 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
>>
>
>
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