Re-directing mails/requests sent to the wrong RT Queue

RT Users
1

Hi there,

This is more of a “can you do this with RT?” kind of question.

Scenario:

  1. Someone external (Joe Bloggs) sends an e-mail requesting a service to
    Operations at blah dot net.
  2. The ticket ends up in the Operations RT queue.
  3. Operations does not provide this service, therefore need to forward
    the original request to the Service department (they don’t use RT)

What I want to do is to be able to re-direct this request, using RT, to
the Services department, making it look like it came from Joe Bloggs.

I’ve seen the option to forward tickets to e-mail addresses, but this
makes the Operations Queue look like the sender. So when the Services
team gets the forwarded ticket, their non-RT ticketing system sends an
auto reply to the Operations queue and not to Joe Bloggs.

My question is, does RT (our version is 3.8.2) have the functionality to
forward this ticket as the original requestor? In this case as Joe
Bloggs.

If the functionality is not built in, will it take a lot of coding to
get this to work?

Best Regards,
Tom

2

Tom,

This can be done. We do it with a scrip that evaluates the “From” email
address and sets the ticket owner and Queue based on that value.

Kenn
LBNLOn Wed, Sep 8, 2010 at 2:17 AM, Tom Sylwestrowicz tsylwest@ripe.net wrote:

Hi there,

This is more of a “can you do this with RT?” kind of question.

Scenario:

  1. Someone external (Joe Bloggs) sends an e-mail requesting a service to
    Operations at blah dot net.
  2. The ticket ends up in the Operations RT queue.
  3. Operations does not provide this service, therefore need to forward
    the original request to the Service department (they don’t use RT)

What I want to do is to be able to re-direct this request, using RT, to
the Services department, making it look like it came from Joe Bloggs.

I’ve seen the option to forward tickets to e-mail addresses, but this
makes the Operations Queue look like the sender. So when the Services
team gets the forwarded ticket, their non-RT ticketing system sends an
auto reply to the Operations queue and not to Joe Bloggs.

My question is, does RT (our version is 3.8.2) have the functionality to
forward this ticket as the original requestor? In this case as Joe
Bloggs.

If the functionality is not built in, will it take a lot of coding to
get this to work?

Best Regards,
Tom

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