Auto forward tickets/replies to specific users

We maintain several support@ email addresses, which at the moment get
transition from this setup, to hopefully, an RT setup.

In order to this, we would like the ability to have a copy of each
ticket/response forwarded to an address AFTER the ticket/response has
been added to the queue.

eg. Customer Tim sends “help me” to support@mydomain.com
The following ticket “[mydomain.com #12345] help me” is created, and a
copy of this ticket is emailed to supportcopy@mydomain.com (WITH the
modified subject)

This way, anyone who receives "supportcopy@mydomain.com", if they were
to reply to this email (and cc the reply back to support@mydomain.com)
… then the reply will get linked to the appropriate ticket.

Ultimately, when everyone is comfortable with using the new RT system,
they can be removed from the "supportcopy@mydomain.com" list, and use
the web interface instead.

Thanking anyone kindly for any assistance they can give in advance. :slight_smile:

You can setup a script so that on creation of a ticket, the CC of the queue
are notified.

Then, in the queue configuration, add the people who would normally receive
email to the mailing list as CC.

Mathieu Longtin
1-514-803-8977On Mon, Sep 8, 2008 at 3:49 AM, David Burrows davidb@vuetec.com wrote:

We maintain several support@ email addresses, which at the moment get
sent via distribution lists to our various support people. We wish to
transition from this setup, to hopefully, an RT setup.

In order to this, we would like the ability to have a copy of each
ticket/response forwarded to an address AFTER the ticket/response has
been added to the queue.

eg. Customer Tim sends “help me” to support@mydomain.com
The following ticket “[mydomain.com #12345] help me” is created, and a
copy of this ticket is emailed to supportcopy@mydomain.com (WITH the
modified subject)

This way, anyone who receives "supportcopy@mydomain.com", if they were
to reply to this email (and cc the reply back to support@mydomain.com)
… then the reply will get linked to the appropriate ticket.

Ultimately, when everyone is comfortable with using the new RT system,
they can be removed from the "supportcopy@mydomain.com" list, and use
the web interface instead.

Thanking anyone kindly for any assistance they can give in advance. :slight_smile:


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Admincc or just plain cc-----Original Message-----
From: David Burrows davidb@vuetec.com

Date: Mon, 08 Sep 2008 17:49:45
To: rt-users@lists.bestpractical.com
Subject: [rt-users] auto forward tickets/replies to specific users

We maintain several support@ email addresses, which at the moment get
transition from this setup, to hopefully, an RT setup.

In order to this, we would like the ability to have a copy of each
ticket/response forwarded to an address AFTER the ticket/response has
been added to the queue.

eg. Customer Tim sends “help me” to support@mydomain.com
The following ticket “[mydomain.com #12345] help me” is created, and a
copy of this ticket is emailed to supportcopy@mydomain.com (WITH the
modified subject)

This way, anyone who receives "supportcopy@mydomain.com", if they were
to reply to this email (and cc the reply back to support@mydomain.com)
… then the reply will get linked to the appropriate ticket.

Ultimately, when everyone is comfortable with using the new RT system,
they can be removed from the "supportcopy@mydomain.com" list, and use
the web interface instead.

Thanking anyone kindly for any assistance they can give in advance. :slight_smile:
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

It sounds like you should define watchers for your support queue, and
enable/create a scrip so that , with template
or something like that.

rt-users-bounces@lists.bestpractical.com wrote on 09/08/2008 03:49:45: