Initiating a ticket

RT Users
1

I need to initiate a ticket with the e-mail address of the requestor being
that of a customer. The idea is to begin an exchange with this customer,
keeping track of each volley.

When I created a ticket, the e-mail address I provided (the customer’s)
received the Autoreply message, as if it had been the customer who initiated
the conversation. This is not what I need.

The objective is to send out an e-mail, with a ticket number, initiated by
me, to the customer’s e-mail address, so the message the customer gets is
the e-mail itself, not the Autoreply.

Is this confusing? Is it doable?

Thanks!

Chago

2

Adolfo Santiago scripted ::

I need to initiate a ticket with the e-mail address of the requestor being
that of a customer. The idea is to begin an exchange with this customer,
keeping track of each volley.

When I created a ticket, the e-mail address I provided (the customer’s)
received the Autoreply message, as if it had been the customer who initiated
the conversation. This is not what I need.

The objective is to send out an e-mail, with a ticket number, initiated by
me, to the customer’s e-mail address, so the message the customer gets is
the e-mail itself, not the Autoreply.

Is this confusing? Is it doable?

Seems like what you need to do is rewrite the Autoreply message to your own
default message confirming the receipt of the ticket. Is that what you mean?

JSR/

3

If you want this behavior all the time, or all the time in this queue:
You can change the autoreply message, (or delete the scrip entirely).

Otherwise, you could create the ticket, THEN add the customer on as
requestor, and enter your message as a “reply”.

4

I need to initiate a ticket with the e-mail address of the requestor being
that of a customer. The idea is to begin an exchange with this customer,
keeping track of each volley.

See the thread from last week starting here:
http://lists.fsck.com/pipermail/rt-users/2004-February/020464.html

The AnyTransactionSource scrip is described here:
http://lists.fsck.com/pipermail/rt-users/2003-January/011452.html

I haven’t implemented AnyTransactionSource yet but it should do exactly
what we both want to do.

Regards,
Bill

5

(I thought I had posted this… guess not…)

That did the trick! Basically:

  • Create a ticket with no requestor (this keeps it from autoreplying); add a
    description of what the issue is.
  • Change the ticket’s requestor to the customer’s e-mail address.
  • Enter a “reply” that contains the original message to be sent out.

Chago

6

That did the trick! Basically:

  • Create a ticket with no requestor (this keeps it from autoreplying);
    add a
    description of what the issue is.
  • Change the ticket’s requestor to the customer’s e-mail address.
  • Enter a “reply” that contains the original message to be sent out.

We have a special queue for this: one with no autoreply. we create the
ticket using the return address we want, then switch the queue if
necessary.

Vivek Khera, Ph.D. MailerMailer, LLC Rockville, MD
http://www.MailerMailer.com/ +1-301-869-4449 x806

7

That did the trick! Basically:

  • Create a ticket with no requestor (this keeps it from autoreplying); add a
    description of what the issue is.
  • Change the ticket’s requestor to the customer’s e-mail address.
  • Enter a “reply” that contains the original message to be sent out.

That is what we have been doing for the last year. But no more. I just
got around to installing the AnyTransactionSource ScripCondition and now I
can do exactly what you wanted:

  • Create a ticket with the requestor set to the customer’s e-mail address;
    specify the subject and enter your message.

The Scrip will send the correspondence to the requestor upon ticket
creation. This eliminates the other steps you and others have specified.

I have documented the process in the RTWiki at
http://wiki.bestpractical.com/cgi-bin/index.cgi?AnyTransactionSource

Enjoy!

  • Bill Gerrard

<=> ASK and you shall receive <=>

8

Bill, et al:

I’m starting to implement this (great suggestion, by the way!). One of the
steps in the documentation is to “Create the following records in your
ScripConditions table”. Does this mean I need to go directly into the RT3
database and manually add new records to the appropriate table?

Thanks!

Chago

9

steps in the documentation is to “Create the following records in your
ScripConditions table”. Does this mean I need to go directly into the RT3
database and manually add new records to the appropriate table?

There are “insert.pl” perl scripts to do this in RT2 but in looking at one
I don’t think it will work with RT3 as is and I haven’t come across a
script coded for RT3. If anyone has one or has the knowledge to code one
up it would be appreciated by all I’m sure.

In the mean time, yes you just need to add new records to the
ScripConditions table in your SQL database of choice.

10

Not a problem! I entered the new rows by hand and was able to implement the
new functionality without issues.

And it works great!

Thanks!

Chago

11

There are “insert.pl” perl scripts to do this in RT2 but in looking at one
I don’t think it will work with RT3 as is and I haven’t come across a
script coded for RT3. If anyone has one or has the knowledge to code one
up it would be appreciated by all I’m sure.

With RT3 each scrip really should have a datafile for feeding
to rt-setup-database, which does the work. See, for example:

http://lists.fsck.com/pipermail/rt-users/2003-June/014651.html

�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

12

There are “insert.pl” perl scripts to do this in RT2 but in looking at one
I don’t think it will work with RT3 as is and I haven’t come across a
script coded for RT3. If anyone has one or has the knowledge to code one
up it would be appreciated by all I’m sure.

With RT3 each scrip really should have a datafile for feeding
to rt-setup-database, which does the work. See, for example:

Thanks Phil. I see that the process is a bit easier in RT3 than it was in
RT2. I just wish this stuff was documented better.

http://lists.fsck.com/pipermail/rt-users/2003-June/014651.html

FYI, it appears the syntax of the “rt-setup-database” has changed since that
example was written. I figured out the correct syntax and have updated the
wiki document at Request Tracker Wiki