[rt-users] How to initiate a ticket in request tracker for an external supplier

[Thomas Sibley]

On 08/26/2011 10:08 AM, Gilbert Rebeiro wrote:
> Is this too obvious?
> 
> The needs are to initiate a ticket (email) that doesn't send an
> autoreply but is an email with the request showing the proper ticket
> number in subject line.
> This would then be sent to the organization (email address) that needs
> to perform the task:
> This way we can track the open task.
> We can have updates populate the ticket when they reply to the email.
> A RT user would be the requester in this case
> 
> Is anyone doing this?
> There must be a way.

Set yourself as the requestor and the supplier as the ticket Cc.  Make
sure they have the rights to reply.  If you want CCs to get mail on
ticket create, you may need to add the trivial scrip "On Create Notify
Ccs with Template Correspondence" or modify one of the existing ones to
include CCs.

Thomas