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

Martin Criminale martinoc at uw.edu
Wed Feb 24 14:14:48 EST 2016


We use both option #1 and #2 suggested by Ram below.

Martin Criminale
University of Washington Information School IT



From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ram
Sent: February 24, 2016 11:10 AM
To: rt-users <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Consulting back-office or other departments without notifying requestor

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

Three options i can think of:
1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address.
2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want).
3 Link tickets

I use all three of these depending on the situation
cheers


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