[rt-users] Consulting back-office or other departments without notifying requestor

Jim Brandt jbrandt at bestpractical.com
Tue Feb 23 15:54:50 EST 2016


The simplest approach is probably to use Links. Under the Links section, 
you'll see a Create button that lets you easily create a linked ticket. 
You can have your internal conversation on the linked ticket and just 
reply back to the requestor when it's appropriate.

On 2/23/16 3:04 PM, Lieven Bridts wrote:
>
> Hello group,
>
> We’re using RT for several years now and upgraded recently to RT 4.4
>
> A lot of our tickets involve requests where the owner of the ticket 
> needs to make some inquiries or put other departments at work.
>
> e.g. As a response to a ticket a new user account has to be created 
> and some actions like delivering devices (smartphone, laptop) or 
> giving access to applications has to be done by other departments.
>
> We could manually send out some answers or replies with the involved 
> departments in CC:
>
> But, since these are not comments,  by default the requestor gets all 
> the correspondence as well, e.g. when the department answers that the 
> smartphone is ready to be picked up.
>
> This is not what we want.
>
> The situation above can be compared with the queue “Investigations” in 
> RTIR where new tickets are created, linked to the original one, but 
> without notifying the requestor(s)
>
> Installing RTIR seems like overkill, since this has little or nothing 
> to do with incidents.
>
> What is the best practice to create a working solution for this problem?
>
> Has anyone done this before? Are there some ready-made contributions 
> that I can use?
>
> My knowledge of Perl is rather limited, so I could create a scrip but 
> this should mainly be based on copy-pasting and little adjustments of 
> examples.
>
> Much obliged,
>
> Lieven
>
> 	
>
> 	
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016

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