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
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
RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)
- Hamburg Germany - March 14 & 15, 2016
- Washington DC - May 23 & 24, 2016
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(?)
Sent: Tuesday, February 23, 2016 3:55 PM
To: Lieven Bridts Lieven.Bridts@puurs.be; ‘rt-users@lists.bestpractical.com’ rt-users@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.
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
We use both option #1 and #2 suggested by Ram below.
Martin Criminale
University of Washington Information School ITFrom: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ram
Sent: February 24, 2016 11:10 AM
To: rt-users rt-users@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