Hints for two RT systems interconnection

RT Users
1

Hi all,

is there anybody who can provide me some tips or own experiences related
to interconnection of two independent RT systems via email interface?

The reason behind is that we are going to use RT (it’s really cool piece
of SW) and we are responsible for technical support. Our
customers/requestors, which will send us the requests, have sometimes
RT as well thus they don’t want to send the tickets to our RT directly
but via their RT.

Thank you in advance

Dlouhan

2

I created a queue called ‘NOC-Vendor’ and when we have
to do what you are talking about we just open the
ticket there and change the requestor email address to
support@dell.com or whatever. Seems to handle what we
need rather nicely.

Hi all,

is there anybody who can provide me some tips or own
experiences related
to interconnection of two independent RT systems via
email interface?

The reason behind is that we are going to use RT
(it’s really cool piece
of SW) and we are responsible for technical support.
Our
customers/requestors, which will send us the
requests, have sometimes
RT as well thus they don’t want to send the tickets
to our RT directly
but via their RT.

Thank you in advance

Dlouhan

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3

It sounds good. What about auto-replies, did you disable it? And does your RT accept the emails even if they are probably signed as “Precedence: bulk” by opposite RT? So if I understand correctly your solution, finally you have tickets with subject like “[YourCompany #xxx][Dell #yyy] I have a problem”. Am I right?

Thanks
DlouhanFrom: Phanoko [mailto:phanoko@yahoo.com]
To: Jiri Dlouhy [mailto:jiri.dlouhy@sxg.cz], rt-users@lists.bestpractical.com
Sent: Mon, 09 Oct 2006 02:56:34 +0200
Subject: Re: [rt-users] Hints for two RT systems interconnection

I created a queue called ‘NOC-Vendor’ and when we have
to do what you are talking about we just open the
ticket there and change the requestor email address to
support@dell.com or whatever. Seems to handle what we
need rather nicely.

Hi all,

is there anybody who can provide me some tips or own
experiences related
to interconnection of two independent RT systems via
email interface?

The reason behind is that we are going to use RT
(it’s really cool piece
of SW) and we are responsible for technical support.
Our
customers/requestors, which will send us the
requests, have sometimes
RT as well thus they don’t want to send the tickets
to our RT directly
but via their RT.

Thank you in advance

Dlouhan

The rt-users Archives

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Commercial support: sales@bestpractical.com

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4

You might also want to have a look at:

http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransaction-0.01/On Sun, Oct 08, 2006 at 05:56:34PM -0700, Phanoko wrote:

I created a queue called ‘NOC-Vendor’ and when we have
to do what you are talking about we just open the
ticket there and change the requestor email address to
support@dell.com or whatever. Seems to handle what we
need rather nicely.

— Jiri Dlouhy jiri.dlouhy@sxg.cz wrote:

Hi all,

is there anybody who can provide me some tips or own
experiences related
to interconnection of two independent RT systems via
email interface?

The reason behind is that we are going to use RT
(it’s really cool piece
of SW) and we are responsible for technical support.
Our
customers/requestors, which will send us the
requests, have sometimes
RT as well thus they don’t want to send the tickets
to our RT directly
but via their RT.

Thank you in advance

Dlouhan

The rt-users Archives

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

Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com

The rt-users Archives

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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

5

Yes, this seems to be very usefull.

Thank you

Dlouhan

Jesse Vincent wrote: