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

[Parish, Brent]

Agreed - we often use linked tickets here.

For example, I want the NetOps team to do something on the ticket so I create a child ticket and assign that to their queue.
(If there is a dependency, I create a DependsOn instead of Child).
This offers a secondary benefit of cleaning up reporting - who did what in what queue, how many tickets they worked, etc.


Alternatively, you can hit Reply in the web interface to add correspondence to the ticket.
Cc the other team (so far, this is exactly what you described originally)
BUT uncheck the original Requestor(s) from that specific Reply.
You can uncheck them at the bottom of the Reply page, under the Scrips and Recipients block.
Note:  If you go this route, the comment will be visible to them if the Requestor uses the SelfService interface to view ticket history.
Also, I believe you need the "ShowOutgoingEmail" permission (View exact outgoing email messages and their recipients, on the Rights For Staff tab in the Group Rights page for the Queue) to do this(?)


-          Brent


From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Brandt
Sent: Tuesday, February 23, 2016 3:55 PM
To: Lieven Bridts <Lieven.Bridts at puurs.be>; 'rt-users at lists.bestpractical.com' <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Consulting back-office or other departments without notifying requestor

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














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