Interaction between RT Systems

RT Users
1

Hi all,

We use RT for all of our support queries. Most of our customers
have their own queue. We have setup RT for one of our larger customers
on their site for their internal helpdesk support. What I need to know
is how to interact between our customers RT installation (on their own
server)
and our RT system. Some of the support calls that they receive, they
cannot
fix. At the moment our customer just manually creates a ticket on our
system.
I was thinking about creating a special Queue on their system, and
having them
put any tickets that they need assistance with in that queue and it
would
automatically create a ticket on our system. Is this possible, and if so
would we be able to get the full text/history from their job.

I imagine this could be achieved through scrips, but I was just
wondering has anyone
done this and do you have any tips. The workflow would probably go
something like this

  1. CUSTOMER: receives job and decides that they need our assistance
  2. CUSTOMER: place job in SPECIAL queue. Job is ‘Stalled’. scrip (?)
    creates
    ticket on our system with full history of CUSTOMER ticket in body of
    email
  3. US : job is created in CUSTOMER queue
  4. US : We fix it and resolve job
  5. Customer gets notification of resolved job and resolves their own job

Any help and/or ideas appreciated.

Scott Muller smuller@netcommplete.com.au
Senior Communications Consultant Mobile : +61 (0)4388 300 82
NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773
http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909

2

I’ve got a similar problem, but between a Clarify installation
and RT. My intended solution will just be email with special
queues. If a ticket is moved to a special Clarify queue,
Clarify will fire off an email to RT, “properly” formated.
RT will see this, parse and create an RT Ticket. And vica versa.

Still a few details to be worked out :slight_smile: But the intention
is to be barely good enough for rough transfer, and not
to make one system as a real-time front end for the other.

bobg

3

I also wanted something like this.
So in your case if you whould have two RT’s it whould be as if one
system whould request a ticket to the other RT?
And so is the notification, from one system to the other.
Cool.

Can you provide us with more details as soon as it works for you?

Thanks

Samuel-----Original Message-----
From: Bob Goldstein [mailto:bobg@uic.edu]
Sent: Saturday,08 November,2003 19:48
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Interaction between RT Systems

I’ve got a similar problem, but between a Clarify installation and RT.
My intended solution will just be email with special queues. If a
ticket is moved to a special Clarify queue, Clarify will fire off an
email to RT, “properly” formated.
RT will see this, parse and create an RT Ticket. And vica versa.

Still a few details to be worked out :slight_smile: But the intention is to be
barely good enough for rough transfer, and not to make one system as a
real-time front end for the other.

bobg

4

Bob,

Have you modified rt-mailgate to parse and load either custom fields or
status info/headers from the incoming email?

SHFrom: Bob Goldstein [mailto:bobg@uic.edu]
Sent: Saturday, November 08, 2003 1:48 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Interaction between RT Systems

I’ve got a similar problem, but between a Clarify installation
and RT. My intended solution will just be email with special
queues. If a ticket is moved to a special Clarify queue,
Clarify will fire off an email to RT, “properly” formated.
RT will see this, parse and create an RT Ticket. And vica versa.

Still a few details to be worked out :slight_smile: But the intention
is to be barely good enough for rough transfer, and not
to make one system as a real-time front end for the other.

bobg

Hi all,

We use RT for all of our support queries. Most of our customers
have their own queue. We have setup RT for one of our larger customers
on their site for their internal helpdesk support. What I need to know
is how to interact between our customers RT installation (on their own
server)
and our RT system. Some of the support calls that they receive, they
cannot
fix. At the moment our customer just manually creates a ticket on our
system.
I was thinking about creating a special Queue on their system, and
having them
put any tickets that they need assistance with in that queue and it
would
automatically create a ticket on our system. Is this possible, and if so
would we be able to get the full text/history from their job.

I imagine this could be achieved through scrips, but I was just
wondering has anyone
done this and do you have any tips. The workflow would probably go
something like this

  1. CUSTOMER: receives job and decides that they need our assistance
  2. CUSTOMER: place job in SPECIAL queue. Job is ‘Stalled’. scrip (?)
    creates
    ticket on our system with full history of CUSTOMER ticket in body of
    email
  3. US : job is created in CUSTOMER queue
  4. US : We fix it and resolve job
  5. Customer gets notification of resolved job and resolves their own job

Any help and/or ideas appreciated.

–

Scott Muller smuller@netcommplete.com.au
Senior Communications Consultant Mobile : +61 (0)4388 300 82
NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773
http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909

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5

I also wanted something like this.
So in your case if you whould have two RT’s it whould be as if one
system whould request a ticket to the other RT?
And so is the notification, from one system to the other.
Cool.

Can you provide us with more details as soon as it works for you?

Thanks

Samuel

Hopefully I will get to this towards the end of next week.
I will post any results… Fingers crossed !

Scott Muller

6

Bob,

Have you modified rt-mailgate to parse and load either custom fields or
status info/headers from the incoming email?

That’s my plan. Or just write my own mailgate and attach
it to a specific email alias. But I probably won’t get to
this until late this week or next.

I was going to need a custom field to hold the remote
ticket ID, in case I ever had to match them up again.

 bobg
7

Whouldn’t it be enough if you let them insert the number in the subject,
so you have two ticket numbers in the subject.
i. e.
[company1.com #1] [company2.com #1001].

It should also work, shouldn’t it?

Samuel-----Original Message-----
From: Bob Goldstein [mailto:bobg@uic.edu]
Sent: Tuesday,11 November,2003 01:19
To: ‘rt-users@lists.fsck.com’
Subject: Re: [rt-users] Interaction between RT Systems

Bob,

Have you modified rt-mailgate to parse and load either custom fields or

status info/headers from the incoming email?

That’s my plan. Or just write my own mailgate and attach
it to a specific email alias. But I probably won’t get to
this until late this week or next.

I was going to need a custom field to hold the remote
ticket ID, in case I ever had to match them up again.

 bobg