RT and Forward

Jesse,

are there any plans to include forward functionality in RT3 ?

Best regards,
David
ARNESOn Tue, 01 Apr 2003 15:30:50 BST, "Strange, PJ (Philippa) " wrote:

We have a similar problem whereby we frequently need to pass on a ticket
complete with history to a 3rd party. If we use the cc option then
correspondance with the requestor must also happen.

A rival helpdesk product OTRS has a bounce option where the ticket can be
sent to a 3rd party independently of requestor/user correspondance, as has
Remedy via ‘pass on anonymously’.

Would it be possible to add a mailto button or similar simple function to
RT?

-----Original Message-----
From: Ulrich Kiermayr [mailto:ulrich.kiermayr@univie.ac.at]
Sent: 01 April 2003 15:04
To: David Vrtin
Cc: Martin Schapendonk; RT Users
Subject: Re: [rt-users] RT and Forward

David Vrtin wrote:

On Tue, 01 Apr 2003 13:44:39 +0200, “Martin Schapendonk” wrote:

What would be the purpose of such functionality? Can you solve it by
adding

an extra CC on tickets?

I think no, especially if you need to forward mail message with all
message
headers and attachments.

Or other way round if you dont want to disclose everything to all
involved Parties (e.g. Hanling Security Incidents)

lG uk


Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien
Network Security Universitaetsstrasse 7, 1010 Wien, Austria

eMail: ulrich.kiermayr@univie.ac.at Tel: (+43 1) 4277 / 14104
Hotline: security.zid@univie.ac.at Fax: (+43 1) 4277 / 9140

GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8


rt-users mailing list
rt-users@lists.fsck.com
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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Hi

How can I forward whole ticket from RT to some external e-mail address?
Does RT2/3 supports e-mail forwarding?

Thanks for any help!

Best regards,
David

How can I forward whole ticket from RT to some external e-mail address?

Does RT2/3 supports e-mail forwarding?

It may be an option to forward emails from your mail server instead of RT.
Simply add an extra address to your RT alias and you’ll be set.

Regards,

Martin

How can I forward whole ticket from RT to some external e-mail address?

Does RT2/3 supports e-mail forwarding?

It may be an option to forward emails from your mail server instead of RT.
Simply add an extra address to your RT alias and you’ll be set.

Yes, but this is not very convenient to use if you want to forward only a few
tickets and you have many tickets in queue.

Regards,
David

And the other (major) drawback is that you have no activity attached to the
email, as (hopefully) would be if you could forward a ticket…

Also, you would want to forward with the ticket number associated, so that
any replies would be kept track of by RT. Splitting of before RT defies all
of this… :frowning:

I have the same problem about not being able to forward the ticket, or even
better, create a new ticket with the current one as base, and referenced as
dependency… Maybe one day I can find the time to whack it myself…

Regards, Jörn Hass
Senior Systems Engineer, Infrastructure.
Internet Solutions
Tel: +27 (11) 575 1000
Fax: +27 (11) 388 3362
E-mail: jorn.hass@is.co.za
WWW: http://www.is.co.za

-> -----Original Message-----
-> From: David Vrtin [mailto:david.vrtin@arnes.si]
-> Sent: 01 April 2003 13:32 PM
-> To: Martin Schapendonk
-> Cc: RT Users
-> Subject: Re: [rt-users] RT and Forward
->-> On Tue, 01 Apr 2003 11:04:55 +0200, “Martin Schapendonk” wrote:
-> > # How can I forward whole ticket from RT to some external e-mail
-> address?
-> > # Does RT2/3 supports e-mail forwarding?
-> > It may be an option to forward emails from your mail server instead of
-> RT.
-> > Simply add an extra address to your RT alias and you’ll be set.
->
-> Yes, but this is not very convenient to use if you want to forward only a
-> few
-> tickets and you have many tickets in queue.
->
->
-> Regards,
-> David
->
->
-> _______________________________________________
-> rt-users mailing list
-> rt-users@lists.fsck.com
-> http://lists.fsck.com/mailman/listinfo/rt-users
->
-> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

"This e-mail may contain confidential information and may be legally
privileged and is intended only for the person to whom it is addressed. If
you are not the intended recipient, you are notified that you may not use,
distribute or copy this document in any manner whatsoever. Kindly also
notify the sender immediately by telephone, and delete the e-mail. When
addressed to clients of the company from where this e-mail originates ("the
sending company “) any opinion or advice contained in this e-mail is subject
to the terms and conditions expressed in any applicable terms of business or
client engagement letter . The sending company does not accept liability for
any damage, loss or expense arising from this e-mail and/or from the
accessing of any files attached to this e-mail.”

> It may be an option to forward emails from your mail server

instead of RT.

> Simply add an extra address to your RT alias and you’ll be set.

Yes, but this is not very convenient to use if you want to

forward only a few

tickets and you have many tickets in queue.

True, I didn’t get that from your first request.

In that case: no, I don’t think RT has such an option.

What would be the purpose of such functionality? Can you solve it by adding
an extra CC on tickets?

Martin

> It may be an option to forward emails from your mail server

instead of RT.

> Simply add an extra address to your RT alias and you’ll be set.

Yes, but this is not very convenient to use if you want to

forward only a few

tickets and you have many tickets in queue.

True, I didn’t get that from your first request.

In that case: no, I don’t think RT has such an option.

What would be the purpose of such functionality? Can you solve it by adding
an extra CC on tickets?

I’ve implemented my own [Forward] function in RT2 to allow:

  • send ticket’s body to third party without RT tag and with my personal
    (or other given) e-mail address in reply-to.
  • create a ‘duplicate’ ticket in another RT queue, because RT normally
    doesn’t allow send e-mail to it self.

Martin


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Jan Okrouhly
-----------------------------------------±----okrouhly@civ.zcu.cz—
Laboratory for Computer Science | phone: +420 377 632 837
University of West Bohemia | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic | room: UI402
------------------------------------------73!-de-OK1INC@OK0PPL.#BOH.CZE.EU-

-> I’ve implemented my own [Forward] function in RT2 to allow:
-> - send ticket’s body to third party without RT tag and with my personal
-> (or other given) e-mail address in reply-to.
-> - create a ‘duplicate’ ticket in another RT queue, because RT normally
-> doesn’t allow send e-mail to it self.
->
Aha, that sounds like what I was thinking of. Any chance of you outlining
the changes that you did? (Howto…)

Regards, Jörn Hass
Senior Systems Engineer, Infrastructure.
Internet Solutions
Tel: +27 (11) 575 1000
Fax: +27 (11) 388 3362
E-mail: jorn.hass@is.co.za
WWW: http://www.is.co.za

"This e-mail may contain confidential information and may be legally
privileged and is intended only for the person to whom it is addressed. If
you are not the intended recipient, you are notified that you may not use,
distribute or copy this document in any manner whatsoever. Kindly also
notify the sender immediately by telephone, and delete the e-mail. When
addressed to clients of the company from where this e-mail originates ("the
sending company “) any opinion or advice contained in this e-mail is subject
to the terms and conditions expressed in any applicable terms of business or
client engagement letter . The sending company does not accept liability for
any damage, loss or expense arising from this e-mail and/or from the
accessing of any files attached to this e-mail.”

What would be the purpose of such functionality? Can you solve it by adding
an extra CC on tickets?

I think no, especially if you need to forward mail message with all message
headers and attachments.

Regards,
David

David Vrtin wrote:> On Tue, 01 Apr 2003 13:44:39 +0200, “Martin Schapendonk” wrote:

What would be the purpose of such functionality? Can you solve it by adding
an extra CC on tickets?

I think no, especially if you need to forward mail message with all message
headers and attachments.

Or other way round if you dont want to disclose everything to all
involved Parties (e.g. Hanling Security Incidents)

lG uk
Ulrich Kiermayr Zentraler Informatikdienst der Universitaet Wien
Network Security Universitaetsstrasse 7, 1010 Wien, Austria
eMail: ulrich.kiermayr@univie.ac.at Tel: (+43 1) 4277 / 14104
Hotline: security.zid@univie.ac.at Fax: (+43 1) 4277 / 9140
GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67 7180 105F 491D A8D7 64D8

-> I’ve implemented my own [Forward] function in RT2 to allow:
-> - send ticket’s body to third party without RT tag and with my personal
-> (or other given) e-mail address in reply-to.
-> - create a ‘duplicate’ ticket in another RT queue, because RT normally
-> doesn’t allow send e-mail to it self.
->
Aha, that sounds like what I was thinking of. Any chance of you outlining
the changes that you did? (Howto…)

Use htpp://lists.fsck.com and enter forward okrouhly as search query.

I personaly has not posted my patch to RT2, because my branch has many
differences. If you wish it, I’ll send you my about 90 files from
/opt/rt2/{etc|local/{lib|WebRT}} directories working well and based
on the latest stable version (2-0-15).

HowTo was:

  • add new transaction type
  • add forward button and forward form to web ui
  • add needed scripcondition/scripaction/scrip/templates
  • modify SetRTSpecialHeaders, SetReturnAddress and SetSubjectToken in SendEmail.pm
    to use some variables set by web ui and/or forward template…

That’s imho all.

Regards, Jorn Hass
Senior Systems Engineer, Infrastructure.
Internet Solutions
Tel: +27 (11) 575 1000
Fax: +27 (11) 388 3362
E-mail: jorn.hass@is.co.za
WWW: http://www.is.co.za

"This e-mail may contain confidential information and may be legally
privileged and is intended only for the person to whom it is addressed. If
you are not the intended recipient, you are notified that you may not use,
distribute or copy this document in any manner whatsoever. Kindly also
notify the sender immediately by telephone, and delete the e-mail. When
addressed to clients of the company from where this e-mail originates ("the
sending company “) any opinion or advice contained in this e-mail is subject
to the terms and conditions expressed in any applicable terms of business or
client engagement letter . The sending company does not accept liability for
any damage, loss or expense arising from this e-mail and/or from the
accessing of any files attached to this e-mail.”

Jan Okrouhly
-----------------------------------------±----okrouhly@civ.zcu.cz—
Laboratory for Computer Science | phone: +420 377 632 837
University of West Bohemia | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic | room: UI402
------------------------------------------73!-de-OK1INC@OK0PPL.#BOH.CZE.EU-

A rival helpdesk product OTRS has a bounce option where the ticket can be
sent to a 3rd party independently of requestor/user correspondance, as has

I don’t know anything about OTRS and I don’t want to start “holy war”, but,
which system is better? :slight_smile: Why are you using (looking at) RT and not OTRS?
What are you missing in OTRS and is included in RT?

Regards,
David