Hi,
Sorry if this has been answered somewhere in the mailing list
previously, I tried a few searches, but to be honest I couldn’t seem to
formulate something that accurately described what I was looking for.
I’m wondering if there’s a way to make such that if a someone replies to
an existing ticket, but CCs the address for another queue in the same RT
installation, RT would create a new ticket in that CCd queue.
In this instance it’s a ticket to a Support queue that then one of the
requestors CCs our Emergency queue. The current behaviour seems to be
that RT recognizes the ticket subject and doesn’t create a new one in
the Emergency queue, it just carries along with the Support queue.
Thanks, and again I apologize if this has been addressed elsewhere and I
wasn’t able to find it.
(RT 3.8.8 in case it’s relevant)
Ross.
I’m wondering if there’s a way to make such that if a someone replies to
an existing ticket, but CCs the address for another queue in the same RT
installation, RT would create a new ticket in that CCd queue.
Given how RT handles addresses and talking to itself, etc. it seems like it
would be better to check the subject for EMERGENCY and have a scrip
move/notify/assign the ticket as needed.
Cambridge Energy Alliance: Save money. Save the planet.
Ross,
Along the same lines, you can also create a scrip to create a new ticket in
the Emergency Queue based on the same examination of the subject line.
Kenn
LBNLOn Thu, Jun 24, 2010 at 10:35 AM, Jerrad Pierce < jpierce@cambridgeenergyalliance.org> wrote:
I’m wondering if there’s a way to make such that if a someone replies to
an existing ticket, but CCs the address for another queue in the same RT
installation, RT would create a new ticket in that CCd queue.
Given how RT handles addresses and talking to itself, etc. it seems like it
would be better to check the subject for EMERGENCY and have a scrip
move/notify/assign the ticket as needed.
–
Cambridge Energy Alliance: Save money. Save the planet.
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Ross,
Along the same lines, you can also create a scrip to create a new
ticket in the Emergency Queue based on the same examination of the
subject line.
Kenn
LBNL
> I'm wondering if there's a way to make such that if a
someone replies to
> an existing ticket, but CCs the address for another queue in
the same RT
> installation, RT would create a new ticket in that CCd
queue.
Given how RT handles addresses and talking to itself, etc. it
seems like it
would be better to check the subject for EMERGENCY and have a
scrip
move/notify/assign the ticket as needed.
Thanks Kenn (and Jerrad), I don’t know why I didn’t consider the scrip
approach. I’ll give this a shot.
Ross.