[rt-users] easiest way to not generate emails on a per-ticket basis?

[Adam Thompson]

In one application, I have a helpdesk that will be entering tickets on behalf of users who call in; those users will not have direct access to RT.  I would like the helpdesk to enter the tickets with the user’s actual email address as the Requestor, both for ease of tracking (otherwise “support@” is going to own a LOT of tickets) and to ease the transition later when we do give the end-users direct access.

However, in the meantime, I want to be able to easily control whether an email gets sent out or not.  I don’t want to disable emails globally, since we already use RT’s email capabilities for internal clients.

 

I can handle setting up special “outside” queues that don’t send email, if that’s the easiest way.  What I think would be ideal would be a checkbox on the Create Ticket screen called “disable email for this ticket” with a default that I can set per queue, but obviously that feature doesn’t exist right now.  In its absence, I’m looking for suggestions on how best to do this.

 

Thanks,

 

-Adam Thompson

DMTS (Contractor)

athompso at dmts.biz

(204) 291-7950 - direct

(204) 489-6515 - fax

 

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