Best Way to Get Customer Requests into RT with Appropriate Requestor


#1

Basically I am transitioning from handling tickets via email (yuck) to RT
(yeah!). It is going to take my customers a while to start defaulting to
RT. So for the next month I’d like to be able to enter tickets on their
behalf.

I’ve searched through the Wiki, Google and mailing list archives but didn’t
find what I was looking for. This may be more of a process issue than a
technical one, so I was hoping you experienced RT users/admins could help.

What is the best (most efficient for me) way to:

  1.   Put an email from a customer into RT with them as the requestor?
    
  2.   Have the "AutogeneratedPassword" (I have this and Self Service
    

working) scrip run so that the customer is assigned a password if they did
not exist previously as an RT user?

I’ve tried:

a. Entering a new ticket via the web interface, manually entering
their email address and pasting the body of their message into the case
notes, however for some reason my AutogeneratedPassword scrip doesn’t run
even though they are a new user. They are getting the standard On Create
template sent to them.

b. Forwarding the email to RT and then editing the ticket to change the
requestor from myself to the customer, however 1) the AutogeneratedPassword
scrip doesn’t run when you do that, 2) no email is sent to the user to let
them know they have a ticket, and 3) I wasn’t able to find a
"ChangeRequestor" scrip that I could run that would do this.

Maybe there are better ways I haven’t considered?

Thanks for any help,

Aaron


#2

Aaron,

If your mail client has the ability to “bounce” a message to
the RT E-mail address, it will create the ticket as if the
customer had mailed the ticket to RT. That is certainly the
easiest process.

Cheers,
KenOn Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:

Basically I am transitioning from handling tickets via email (yuck) to RT
(yeah!). It is going to take my customers a while to start defaulting to
RT. So for the next month I’d like to be able to enter tickets on their
behalf.

I’ve searched through the Wiki, Google and mailing list archives but didn’t
find what I was looking for. This may be more of a process issue than a
technical one, so I was hoping you experienced RT users/admins could help.

What is the best (most efficient for me) way to:

  1.   Put an email from a customer into RT with them as the requestor?
    
  2.   Have the "AutogeneratedPassword" (I have this and Self Service
    

working) scrip run so that the customer is assigned a password if they did
not exist previously as an RT user?

I’ve tried:

a. Entering a new ticket via the web interface, manually entering
their email address and pasting the body of their message into the case
notes, however for some reason my AutogeneratedPassword scrip doesn’t run
even though they are a new user. They are getting the standard On Create
template sent to them.

b. Forwarding the email to RT and then editing the ticket to change the
requestor from myself to the customer, however 1) the AutogeneratedPassword
scrip doesn’t run when you do that, 2) no email is sent to the user to let
them know they have a ticket, and 3) I wasn’t able to find a
"ChangeRequestor" scrip that I could run that would do this.

Maybe there are better ways I haven’t considered?

Thanks for any help,

Aaron


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#3

Ken,

Thanks a lot for this response as this is exactly what I was looking for.

It took a while to find in Outlook 2007: You have to open the message in a
new window by double-clicking on it (it isn’t available from the standard
view or toolbar), then under “Other Actions” choose “Resend this Message”.

Aa

Aaron Herskowitz, Digital Dwelling
Home and Business Technology Solutions
www.digitaldwelling.com
510-652-2569


#4

Hi,

I believe you can create a rule that does this for you, which you then
can apply to the messages in question.
However, I would be careful to disable the autoreply scrip in RT first

  • otherwise all those mails will generate an autoreply to the original
    requestor, even though their tickets have (hopefully) been closed long
    time ago :wink:

Speaking from experience (and own stupidity) here…

/EirikOn Jun 11, 2008, at 08:35, Aaron Herskowitz wrote:

Ken,

Thanks a lot for this response as this is exactly what I was looking
for.

It took a while to find in Outlook 2007: You have to open the
message in a
new window by double-clicking on it (it isn’t available from the
standard
view or toolbar), then under “Other Actions” choose “Resend this
Message”.

Aa

Aaron Herskowitz, Digital Dwelling
Home and Business Technology Solutions
www.digitaldwelling.com
510-652-2569

-----Original Message-----
From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Friday, June 06, 2008 8:31 AM
To: Aaron Herskowitz
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Best Way to Get Customer Requests into RT
with
Appropriate Requestor

Aaron,

If your mail client has the ability to “bounce” a message to
the RT E-mail address, it will create the ticket as if the
customer had mailed the ticket to RT. That is certainly the
easiest process.

Cheers,
Ken

On Fri, Jun 06, 2008 at 08:15:32AM -0700, Aaron Herskowitz wrote:

Basically I am transitioning from handling tickets via email (yuck)
to RT
(yeah!). It is going to take my customers a while to start
defaulting to
RT. So for the next month I’d like to be able to enter tickets on
their
behalf.

I’ve searched through the Wiki, Google and mailing list archives but
didn’t
find what I was looking for. This may be more of a process issue
than a
technical one, so I was hoping you experienced RT users/admins could
help.

What is the best (most efficient for me) way to:

  1.   Put an email from a customer into RT with them as the
    

requestor?

  1.   Have the "AutogeneratedPassword" (I have this and Self
    

Service

working) scrip run so that the customer is assigned a password if
they did
not exist previously as an RT user?

I’ve tried:

a. Entering a new ticket via the web interface, manually
entering
their email address and pasting the body of their message into the
case
notes, however for some reason my AutogeneratedPassword scrip
doesn’t
run
even though they are a new user. They are getting the standard On
Create
template sent to them.

b. Forwarding the email to RT and then editing the ticket to
change the
requestor from myself to the customer, however 1) the
AutogeneratedPassword
scrip doesn’t run when you do that, 2) no email is sent to the user
to let
them know they have a ticket, and 3) I wasn’t able to find a
"ChangeRequestor" scrip that I could run that would do this.

Maybe there are better ways I haven’t considered?

Thanks for any help,

Aaron


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


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