Creating tickets on behalf of others

What would be really nice is that when a user calls or stops by with a
problem, and I then email helpdesk to create a ticket, I could put them
as the Cc: and have Helpdesk make them a requestor for the item. Is
that possible? Don’t think I’ve seen anything like that in the docs.

Thanks,
Fran

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

“FF” == Fran Fabrizio fran@cis.uab.edu writes:

FF> What would be really nice is that when a user calls or stops by with a
FF> problem, and I then email helpdesk to create a ticket, I could put them

use the web form instead of email to create the ticket, and enter
their email address as the requestor.

Yes, but an email approach would be nice - much quicker to send an email
than logging into the web and submitting a form, and important for me is
the ability to send that email from anywhere in the world, whereas the
web interface may not be accessible outside the LAN (ours isn’t).

-FranOn Fri, 2003-12-12 at 13:56, Vivek Khera wrote:

“FF” == Fran Fabrizio fran@cis.uab.edu writes:

FF> What would be really nice is that when a user calls or stops by with a
FF> problem, and I then email helpdesk to create a ticket, I could put them

use the web form instead of email to create the ticket, and enter
their email address as the requestor.


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Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

What would be really nice is that when a user calls or stops by with a
problem, and I then email helpdesk to create a ticket, I could put them
as the Cc: and have Helpdesk make them a requestor for the item.

Should be no problem - in the “People” section, just add a new
requestor, and maybe delete the current one.

It may be possible to automate this with a script, though I can’t help
you there.

Sebastian

Sebastian Flothow
sebastian@flothow.de

Because it reverses the logical flow of conversation.
Why is top posting frowned upon?

Yes, it’s the automation I am after - I want RT to see there is a Cc:
and that this is a new ticket, and make the Cc: a co-requestor. Maybe I
can script it someday.

-FranOn Fri, 2003-12-12 at 15:15, Sebastian Flothow wrote:

Am Freitag, den 12. Dezember 2003, um 20:53, schrieb Fran Fabrizio:

What would be really nice is that when a user calls or stops by with a
problem, and I then email helpdesk to create a ticket, I could put them
as the Cc: and have Helpdesk make them a requestor for the item.

Should be no problem - in the “People” section, just add a new
requestor, and maybe delete the current one.

It may be possible to automate this with a script, though I can’t help
you there.

Sebastian


Sebastian Flothow
sebastian@flothow.de

Because it reverses the logical flow of conversation.
Why is top posting frowned upon?

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653

Yes, but an email approach would be nice - much quicker to send an email
than logging into the web and submitting a form, and important for me is
the ability to send that email from anywhere in the world, whereas the
web interface may not be accessible outside the LAN (ours isn’t).

so forge an email.

seph

By default, RT will process the Cc: field to add watchers for the ticket
(if you ask it to, in RT_Config.pm). Turning Cc’s into requestors should
be fairly easy if you dig into what RT already does. However, if you also
want the standard RT behavior of making Cc’s watchers of the ticket, you
may run into problems.On Fri, 12 Dec 2003, Fran Fabrizio wrote:

Yes, it’s the automation I am after - I want RT to see there is a Cc:
and that this is a new ticket, and make the Cc: a co-requestor. Maybe I
can script it someday.

-Fran

On Fri, 2003-12-12 at 15:15, Sebastian Flothow wrote:

Am Freitag, den 12. Dezember 2003, um 20:53, schrieb Fran Fabrizio:

What would be really nice is that when a user calls or stops by with a
problem, and I then email helpdesk to create a ticket, I could put them
as the Cc: and have Helpdesk make them a requestor for the item.

Should be no problem - in the “People” section, just add a new
requestor, and maybe delete the current one.

It may be possible to automate this with a script, though I can’t help
you there.

Sebastian


Sebastian Flothow
sebastian@flothow.de

Because it reverses the logical flow of conversation.
Why is top posting frowned upon?

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama - Birmingham
fran@cis.uab.edu
(205) 934-0653


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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm