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

[Gilbert Rebeiro]

Sounds like it might do the trick, let me try and let you know.

On 26/08/2011 10:22 AM, John Rouillard wrote:
> On Fri, Aug 26, 2011 at 10:08:21AM -0400, 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.
> I would try installing the command by mail extention for RT
> and using the:
>
>          AddCc:<address>  Add new Cc watcher using the email address
>
> command to add the email address of the vendor. I think the AddCc
> occurs before the email notifications are sent. So if you use the
> reply address with the normal notification scrips it should work.
>
> This will result in an autoreply to the person opening the ticket, but
> I think you want that as confirmation that the ticket was opened and
> properly processed.
>