Forward an entire ticket to an outside email address

I have a quick question about RT.

We have a group of technicians that work entirely from the RT’s web
interface, so they never see any email. This works great, but they want
a way to forward a ticket, including any attachments, to an outside
email address.

I have no idea how to get this accomplished, my first thought was to
write a perl script that would send the ticket log and attachment to an
email address of choice. I’m a intermediate perl programmer on a good
day, so I was wondering if anyone had any better ideas.

Thanks in advance,

Chris

Also, everyone at my company loves RT, it has changed the way we do support!

That’s a feature of RT 3.8.On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow chrisc.email@abshernw.comwrote:

I have a quick question about RT.

We have a group of technicians that work entirely from the RT’s web
interface, so they never see any email. This works great, but they want
a way to forward a ticket, including any attachments, to an outside
email address.

I have no idea how to get this accomplished, my first thought was to
write a perl script that would send the ticket log and attachment to an
email address of choice. I’m a intermediate perl programmer on a good
day, so I was wondering if anyone had any better ideas.

Thanks in advance,

Chris

Also, everyone at my company loves RT, it has changed the way we do
support!


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Actually, you can’t forward a whole ticket, but you can forward a comment or
correspondence.On Thu, Feb 19, 2009 at 11:34 AM, Todd Chapman todd@chaka.net wrote:

That’s a feature of RT 3.8.

On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow chrisc.email@abshernw.comwrote:

I have a quick question about RT.

We have a group of technicians that work entirely from the RT’s web
interface, so they never see any email. This works great, but they want
a way to forward a ticket, including any attachments, to an outside
email address.

I have no idea how to get this accomplished, my first thought was to
write a perl script that would send the ticket log and attachment to an
email address of choice. I’m a intermediate perl programmer on a good
day, so I was wondering if anyone had any better ideas.

Thanks in advance,

Chris

Also, everyone at my company loves RT, it has changed the way we do
support!


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