[rt-users] Need some help with suppliers

[Bart]

Hi,

Was this the sample script you used on the wiki?

http://requesttracker.wikia.com/wiki/OpenDependantsOnResolve
>


Best regards,

Bart



2011/6/16 Raed El-Hames <Raed.El-Hames at daisygroupplc.com>

>  Hi Bart,
>
>
>
> The scrip that trickle the update from one ticket to another is something
> I’ve written,
>
> I don’t have my rt available to me at the moment , if you need it drop me a
> note so I can send it to you when I can, If I remember rightly there was a
> very similar example scrip on the RT wiki.
>
>
>
> Regards;
>
> Roy
>
>
>
>
>
> *From:* pleh.info at gmail.com [mailto:pleh.info at gmail.com] *On Behalf Of *
> Bart
> *Sent:* 15 June 2011 20:36
> *To:* Raed El-Hames
> *Cc:* rt-users at lists.bestpractical.com
>
> *Subject:* Re: [rt-users] Need some help with suppliers
>
>
>
> Hi Roy,
>
>
>
> That sounds like a very clean solution :-)
>
>
>
> We were already looking at maybe just using our regular e-mail client for
> mailing towards the suppliers with RT on the CC but your solution would
> allow us to really do everything from within RT + I like the idea of making
> a separate ticket for the supplier.
>
>
>
> Is the scrip you use something default within RT (can't check it atm but
> will do next thing tomorrow).
>
>
>
> Anyway, thanks for the info I'll be sure to give it a try.
>
>
> Best regards,
>
> Bart
>
>
>  2011/6/15 Raed El-Hames <Raed.El-Hames at daisygroupplc.com>
>
> Bart:
>
>
>
> The way I deal with the scenario below is as follow:
>
> 1-      Customer ticket about their issue with customer as requestor
>
> 2-      Create depends on ticket to the supplier with the supplier as a
> requestor
>
> 3-      We put the customer ticket to status ‘on-hold’ which we added to
> the inactive status list
>
> 4-      We have a scrip that pushes updates from depends on ticket to the
> Depended on By as comments (it also changes the ticket status to open) , so
> when the supplier reply back with the solution etc, this update is trickled
> into the main customer ticket and the customer ticket becomes active again.
>
> Hope that helps.
>
>
>
> Regards;
>
> Roy
>
>
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bart
> *Sent:* 15 June 2011 07:07
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Need some help with suppliers
>
>
>
> Hi,
>
> Our suppliers use different systems and the people dealing with them is our
> supportdesk. So basically any ticket from our supportdesk "could" rely on an
> action from our suppliers.
>
> Creating a "depends on" ticket and giving the supplier a user which becomes
> owner of that ticket could do it, or we could at least make them requestor
> for that ticket in order to mail them. I think requestor is the best case
> for us, the main function we need is the ability to mail towards someone
> else other then the requestor in the "To" field. (I'll explain below)
>
> Something I haven't mentioned, the usual fllow with our supplier is that
> incidents are called in. So we write down that we've called them + I can
> make a CF or something like that specifying that it's now with that
> supplier.
> But changes are things that we e-mail towards our suppliers (sometimes
> incidents too), and that specific action isn't possible by default. You can
> only mail a requestor + CC a few people (or make a comment and CC that
> towards someone). In that context the CC option is a problem for us since
> suppliers expect them to be mailed directly (CC usually means, read but
> don't do anything).
>
> We could talk to them about it but I want to avoid it and use mail the way
> it should be used ;)
>
> Best regards,
>
> Bart
>
>  2011/6/14 Kenneth Crocker <kfcrocker at lbl.gov>
>
> Bart,
>
> Do all your suppliers have RT? If not, then who in your organization deals
> with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is
> owned by the person dealing with that particular supplier would work.
>
> Just a thought.
>
> Kenn
> LBNL
>
>
>
> On Tue, Jun 14, 2011 at 5:04 AM, Bart <bart at pleh.info> wrote:
>
> Hi,
>
> I need some help understanding the flow of tickets in RT, specifically how
> to work with suppliers.
>
> In our test setup one questing came forth about sending a ticket to a
> supplier and how to go about it.
> Lets say we have a customer sending us an incident ticket. The incident
> ends up being the problem of our supplier so we need to have the ticket
> depend on a suppliers actions.
>
> Our current setup is pretty much default with two queue's for internal
> departments:
>
>    - Queues:
>
>
>     - Servicedesk: All new e-mails go to this queue.
>       - Tech support: Thirdline support for the servicedesk.
>
>
>    - CF's:
>
>
>     - A few under users for easy selection of organizations.
>       - And a few for the tickets for selecting to what categorie a ticket
>       belongs to.
>       - In addition I've installed the SLA plugin with two test SLA's.
>
> In our old system we would do these things by assigning a ticket to a
> supplier, does that mean that I would need to create a queue for each
> supplier that we work with for this to work?
>
> I'm guessing "yes", hoping "no", for some suppliers having a queue is ok
> but for allot of other ones it's not ok. We work for the government, some
> direct suppliers are easy to write down as a queue but sometimes a townhall
> needs to fix something which would mean that we have to add roughly 450
> queue's (one for each townhall).
>
> Anyway, if someone could help me understand how to work with suppliers then
> I'd be extremely gratefull.
>
>
> Best regards,
>
> Bart
>
>
>
>
>
>
>
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