How to create ticket to others

Hi all.

I would like to use our RT to track everything.

When someone outside our team ask us a question, everything work fine.

But we like to use RT to track our questions to somebody not in our team.

Classically we send a email to �somebody�, put our team aliases in the CC,
and that’s all. But off course we don’t have anything to track this.

Now if we want to use RT and put the rt-mailgate-adresse in the CC it’s not
really working because the answer come from �somebody� is go directly to
the RT and create a new ticket.

We can create a ticket directly from the web interface and put in the
Requestor list �somebody�. But our team don’t like web interface and that’s
sound strange to put �somebody� in the requestors-list.

or can put the �somebody� in the CC list. But again we don’t like web
interface.

So : how can I manage that ?

The best solution is

when the requestor send a ticket and if the requestor is in the
AdminCC list then automaticaly put the others (in To: or CC:) in
the CC for this ticket.

Regards.

JAS

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T�l�phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 15:41:13 CEST

Albert,

I’m not quite sure if I understand your question, but I think you want to be
able to create tickets for people “outside” your group/organization for
questions, etc. My suggestion is to create new Queues for the various
groups/organizations you are referring to. Then send email to those Queues
for your questions. When you configure those Queues, make sure you set the
watchers up to be those you want to hear from and make sure those Queues are
ONLY executing notification scrips specific to those needs to those
watchers. When those watchers do a “reply” to the email RT sent (when the
ticket was created), RT will keep track of those responses and as the
"Requestor", you will get a copy of their response (provided you have that
scrip working in that Queue.

Hope this helps.

Kenn
LBNLOn Mon, Apr 18, 2011 at 6:48 AM, Albert Shih Albert.Shih@obspm.fr wrote:

Hi all.

I would like to use our RT to track everything.

When someone outside our team ask us a question, everything work fine.

But we like to use RT to track our questions to somebody not in our team.

Classically we send a email to «somebody», put our team aliases in the CC,
and that’s all. But off course we don’t have anything to track this.

Now if we want to use RT and put the rt-mailgate-adresse in the CC it’s not
really working because the answer come from «somebody» is go directly to
the RT and create a new ticket.

We can create a ticket directly from the web interface and put in the
Requestor list «somebody». But our team don’t like web interface and that’s
sound strange to put «somebody» in the requestors-list.

or can put the «somebody» in the CC list. But again we don’t like web
interface.

So : how can I manage that ?

The best solution is

   when the requestor send a ticket and if the requestor is in the
   AdminCC list then automaticaly put the others (in To: or CC:) in
   the CC for this ticket.

Regards.

JAS


Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 15:41:13 CEST

Le 18/04/2011 � 09:55:56-0700, Kenneth Crocker a �crit

Albert,

I’m not quite sure if I understand your question, but I think you want to be
able to create tickets for people “outside” your group/organization for
questions, etc. My suggestion is to create new Queues for the various groups/
organizations you are referring to. Then send email to those Queues for your
questions. When you configure those Queues, make sure you set the watchers up
to be those you want to hear from and make sure those Queues are ONLY executing
notification scrips specific to those needs to those watchers. When those
watchers do a “reply” to the email RT sent (when the ticket was created), RT
will keep track of those responses and as the “Requestor”, you will get a copy
of their response (provided you have that scrip working in that Queue.

Hope this helps.

Thanks.

Let me explain (sorry my english is very poor) again.

Take a example, I need to contact (I’m working as system-admin in IT) the
support of the dell because one of my server lost a disk.

What I want to do is create a ticket in RT to track this. So creating a new
queue is not very good because I’m going to use this maybe only one time.

But I find a solution, I’m not sure is the good way to do that but it’s
working.

I send a email to mail RT-Mailgate_address and put on the top of the mail

AddCc:DELL_SUPPORT_ADDRESS

so when the ticket is create RT send a email (with in the subject the good
tags, and correct from address) to DELL_SUPPORT_ADDRESS so when he going to
answer the mail going to RT-Mailgate_adfress and RT send back to me.

So I can track all the transaction and put in the archive.

The only thing I can do is, in this method DELL_SUPPORT_ADDRESS received
his own email. But that’s in small inconvenience.

But maybe someone have better idea ?

Regards.

Hi all.

I would like to use our RT to track everything.

When someone outside our team ask us a question, everything work fine.

But we like to use RT to track our questions to somebody not in our team.

Classically we send a email to �somebody�, put our team aliases in the CC,
and that's all. But off course we don't have anything to track this.

Now if we want to use RT and put the rt-mailgate-adresse in the CC it's not
really working because the answer come from �somebody� is go directly to
the RT and create a new ticket.

We can create a ticket directly from the web interface and put in the
Requestor list �somebody�. But our team don't like web interface and that's
sound strange to put �somebody� in the requestors-list.

or can put the �somebody� in the CC list. But again we don't like web
interface.

So : how can I manage that ?

The best solution is

       when the requestor send a ticket and if the requestor is in the
       AdminCC list then automaticaly put the others (in To: or CC:) in
       the CC for this ticket.

Albert SHIH
DIO batiment 15
Observatoire de Paris Meudon
5 Place Jules Janssen
92195 Meudon Cedex
T�l�phone : 01 45 07 76 26/06 86 69 95 71
Heure local/Local time:
lun 18 avr 2011 21:59:53 CEST