Change /temporary remove requestor from ticket correspondence


#1

Hi all. Hmm, now I’ll try to explain something in english whitch I can’t
in Swedish, but I’ll give it a try and hope someone understand what I mean
=)

Our abuse-department receives a mail from a complainer (the requestor) and
RT creates a ticket in our abuse-queue. Sometimes we answer the requestor
"the problem is sovled, thanks" and we resolve or kill the ticket =) But
sometimes we want to continue the issue, communicating with other ISPs on
this ticket but we don’t want the requestor to see the correspondence. And
ofcaurse we don’t want to create a new ticket, we want all information on
the same ticket. And when the communication with other ISPs is done and we
got all answers we need, we wish to send a mail to the
complainer/requestor and say “hi now the spammer/portscanner etc is
killed”.

Do you have a solution or idea how to solve this problem?

Greetings!

Joakim Adolfsson Phone: +46 (0)8 59828125 EMail: jocke@sightcon.se
Systems engineer : +46 (0)70 7713100 Web : http://www.sightcon.se
SightCon HB Fax : +46 (0)70 7113100 ICQ# : 14239842


#2

Sorry, I found it: Set requestor to

Hmm =)On Thu, 8 Mar 2001, Joakim Adolfsson wrote:

Hi all. Hmm, now I’ll try to explain something in english whitch I can’t
in Swedish, but I’ll give it a try and hope someone understand what I mean
=)

Our abuse-department receives a mail from a complainer (the requestor) and
RT creates a ticket in our abuse-queue. Sometimes we answer the requestor
"the problem is sovled, thanks" and we resolve or kill the ticket =) But
sometimes we want to continue the issue, communicating with other ISPs on
this ticket but we don’t want the requestor to see the correspondence. And
ofcaurse we don’t want to create a new ticket, we want all information on
the same ticket. And when the communication with other ISPs is done and we
got all answers we need, we wish to send a mail to the
complainer/requestor and say “hi now the spammer/portscanner etc is
killed”.

Do you have a solution or idea how to solve this problem?

Greetings!

Joakim Adolfsson Phone: +46 (0)8 59828125 EMail: jocke@sightcon.se
Systems engineer : +46 (0)70 7713100 Web : http://www.sightcon.se
SightCon HB Fax : +46 (0)70 7113100 ICQ# : 14239842


#3

Our abuse-department receives a mail from a complainer (the requestor) and
RT creates a ticket in our abuse-queue. Sometimes we answer the requestor
"the problem is sovled, thanks" and we resolve or kill the ticket =) But
sometimes we want to continue the issue, communicating with other ISPs on
this ticket but we don’t want the requestor to see the correspondence. And
ofcaurse we don’t want to create a new ticket, we want all information on
the same ticket. And when the communication with other ISPs is done and we
got all answers we need, we wish to send a mail to the
complainer/requestor and say “hi now the spammer/portscanner etc is
killed”.

Do you have a solution or idea how to solve this problem?

I have the exact same problem (you might want to look up posts I
made last month sometime, as well as a post I made yesterday). I
decided to open a new ticket, and I’ll have to hack RT as
suggested by Jesse yesterday to create a link between them.

The problem is that we typically get a lot of complaints for
one user. Therefore, instead of merging tickets, we’ll have one
ticket for each complaint, and one ticket for the accused. If,
two months later, the same guy gets accused again, it’ll still
be the same ticket for him, and we’ll have the guy’s criminal
record before us.

If anyone has other suggestions, I will be gratful, and I’m sure
Jocke will too :slight_smile:

#include <std_disclaim.h> Lorens Kockum