How to initiate a ticket in request tracker for an external supplier

RT Users
1

Hi,

We constantly have to open an order with outside suppliers, the ideal
would be to open a ticket in RT and have it email with a Ticket Number
from RT the request.
These requests have attachments associated with them.

Any ideas on how to do this?

My RT user should be the requestor.

Is there an easy way to accomplish this?

Perhaps this is simple and I am not seeing it properly.

Thanks in advance,

Gilbert.

2

Is this too obvious?

The needs are to initiate a ticket (email) that doesn’t send an
autoreply but is an email with the request showing the proper ticket
number in subject line.
This would then be sent to the organization (email address) that needs
to perform the task:
This way we can track the open task.
We can have updates populate the ticket when they reply to the email.
A RT user would be the requester in this case

Is anyone doing this?
There must be a way.

Gilbert.On 25/08/2011 9:11 AM, Gilbert Rebeiro wrote:

Hi,

We constantly have to open an order with outside suppliers, the ideal
would be to open a ticket in RT and have it email with a Ticket Number
from RT the request.
These requests have attachments associated with them.

Any ideas on how to do this?

My RT user should be the requestor.

Is there an easy way to accomplish this?

Perhaps this is simple and I am not seeing it properly.

Thanks in advance,

Gilbert.

3

Is this too obvious?

The needs are to initiate a ticket (email) that doesn’t send an
autoreply but is an email with the request showing the proper ticket
number in subject line.
This would then be sent to the organization (email address) that needs
to perform the task:
This way we can track the open task.
We can have updates populate the ticket when they reply to the email.
A RT user would be the requester in this case

Is anyone doing this?
There must be a way.

Set yourself as the requestor and the supplier as the ticket Cc. Make
sure they have the rights to reply. If you want CCs to get mail on
ticket create, you may need to add the trivial scrip “On Create Notify
Ccs with Template Correspondence” or modify one of the existing ones to
include CCs.

Thomas

4

Is this too obvious?

The needs are to initiate a ticket (email) that doesn’t send an
autoreply but is an email with the request showing the proper ticket
number in subject line.
This would then be sent to the organization (email address) that needs
to perform the task:
This way we can track the open task.
We can have updates populate the ticket when they reply to the email.
A RT user would be the requester in this case

Is anyone doing this?
There must be a way.
Set yourself as the requestor and the supplier as the ticket Cc. Make
sure they have the rights to reply. If you want CCs to get mail on
ticket create, you may need to add the trivial scrip “On Create Notify
Ccs with Template Correspondence” or modify one of the existing ones to
include CCs.

Thomas

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I don’t see a way to create a ticket and add a cc in one step.
I do have the quick create how would I modify this to add any fields
like cc ?

5

I don’t see a way to create a ticket and add a cc in one step.

The standard ticket create form has a Cc field right below Requestor.
Click the “New ticket in” button for a queue at the top of any page.

I do have the quick create how would I modify this to add any fields
like cc ?

Using callbacks, if they’re available.

Thomas

6

Is this too obvious?

The needs are to initiate a ticket (email) that doesn’t send an
autoreply but is an email with the request showing the proper ticket
number in subject line.
This would then be sent to the organization (email address) that
needs to perform the task:
This way we can track the open task.
We can have updates populate the ticket when they reply to the email.
A RT user would be the requester in this case

Is anyone doing this?
There must be a way.

I would try installing the command by mail extention for RT
and using the:

    AddCc: <address> Add new Cc watcher using the email address

command to add the email address of the vendor. I think the AddCc
occurs before the email notifications are sent. So if you use the
reply address with the normal notification scrips it should work.

This will result in an autoreply to the person opening the ticket, but
I think you want that as confirmation that the ticket was opened and
properly processed.

			-- rouilj

John Rouillard System Administrator
Renesys Corporation 603-244-9084 (cell) 603-643-9300 x 111

7

Sounds like it might do the trick, let me try and let you know.On 26/08/2011 10:22 AM, John Rouillard wrote:

On Fri, Aug 26, 2011 at 10:08:21AM -0400, Gilbert Rebeiro wrote:

Is this too obvious?

The needs are to initiate a ticket (email) that doesn’t send an
autoreply but is an email with the request showing the proper ticket
number in subject line.
This would then be sent to the organization (email address) that
needs to perform the task:
This way we can track the open task.
We can have updates populate the ticket when they reply to the email.
A RT user would be the requester in this case

Is anyone doing this?
There must be a way.
I would try installing the command by mail extention for RT
and using the:

     AddCc:<address>  Add new Cc watcher using the email address

command to add the email address of the vendor. I think the AddCc
occurs before the email notifications are sent. So if you use the
reply address with the normal notification scrips it should work.

This will result in an autoreply to the person opening the ticket, but
I think you want that as confirmation that the ticket was opened and
properly processed.