Some questions regarding RT

Hello list,

I am learning a bit on how RT functions to check if it is applicable in our environment and have a few questions about this:

1.) Can RT be integrated when the primary mailserver is on M$ Exchange? Or is a *nix based mta needed? (can’t help it :))

2.) When having multiple queue’s and incoming email is always coming in into one queue (so staff can update the ticket info to be complete, before a techie starts working on it):

  • When transferring the ticket from the incoming queue to another queue, we would like to be able to send out a request to supply several steps of information from the requestor. I managed to do this using the default conditions (on status change, on queue change); however it mostly happens these status changes already take part when working on the ticket. :slight_smile: What is the best way to achieve the above? I read about the user-defined actions but i cannot find a lot of examples regarding this on the mailing-list and the wiki.

3.) I also read about creating additional status’s; is it still not encouraged to use in RT3.4.5? How do you work around it? Create additional queue’s or add custom fields to the tickets?
The main reason for this is that we dont want tickets to “disappear” when it is stalled.

4.) When i have a custom field in a ticket (another ticket number) i want this additional ticketnumber to be in the subject of all email going out of RT. How can i accomplish this?

So far RT looks very nice!

I hope someone can answer these questions. :slight_smile:

Thanks!

Wouter

The soul would have no rainbow had the eyes no tears.

Hi Wouter-

1.) Can RT be integrated when the primary mailserver is on M$
Exchange? Or
is a *nix based mta needed? (can’t help it :))

Im not familiar with anyone doing this. It prob. Depends on on the
specifics on what you want to do.

We have accounts helpdesk@domain.com that are in exchange, that forward
off to helpdesk@myrtserver.domain.com

2.) When having multiple queue’s and incoming email is always coming
in
into one queue (so staff can update the ticket info to be complete,
before
a techie starts working on it):

  • When transferring the ticket from the incoming queue to another
    queue,
    we would like to be able to send out a request to supply several steps
    of
    information from the requestor. I managed to do this using the default
    conditions (on status change, on queue change); however it mostly
    happens
    these status changes already take part when working on the ticket. :slight_smile:
    What
    is the best way to achieve the above? I read about the user-defined
    actions but i cannot find a lot of examples regarding this on the
    mailing-
    list and the wiki.

Can you clarify what is already happening and what you want to have
happen? We changed RT to send an email to requestor when the ticket has
been assigned a user. I would imagine that if you want to move the
ticket to a different queue, and kick off an email to them requesting
information via template, you could.

3.) I also read about creating additional status’s; is it still not
encouraged to use in RT3.4.5? How do you work around it? Create
additional
queue’s or add custom fields to the tickets?
The main reason for this is that we dont want tickets to "disappear"
when
it is stalled.

They don’t need to disappear… change your searches to included stalled
tickets. You could create a stalled queue, I guess. You could also play
around with custom fields to see if that gets you anything.

4.) When i have a custom field in a ticket (another ticket number) i
want
this additional ticketnumber to be in the subject of all email going
out
of RT. How can i accomplish this?

So you have a custom filed that the value is another ticket, and you
want o include the value of the custom filed in the subject? I’d guess
this is possible somehow, but its beyond my RT know how.

Certainly try the wiki and searching the mailing list archives. There is
lots of good info out there.

So far RT looks very nice!

It truly is.

I hope someone can answer these questions. :slight_smile:

I hoped I helped at least a little bit :slight_smile:

Duncan

We use Exchange with a mail enabled contact to forward helpdesk mail to
the RT server named helpdesk. The helpdesk server runs sendmail and
receives email from Exchange and sends email to the Exchange smtp
server. Works great.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Duncan
Shannon
Sent: Friday, March 03, 2006 9:27 AM
To: Wouter Prins; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Some questions regarding RT

Hi Wouter-

1.) Can RT be integrated when the primary mailserver is on M$
Exchange? Or
is a *nix based mta needed? (can’t help it :))

Im not familiar with anyone doing this. It prob. Depends on on the
specifics on what you want to do.

We have accounts helpdesk@domain.com that are in exchange, that forward
off to helpdesk@myrtserver.domain.com

2.) When having multiple queue’s and incoming email is always coming
in
into one queue (so staff can update the ticket info to be complete,
before
a techie starts working on it):

  • When transferring the ticket from the incoming queue to another
    queue,
    we would like to be able to send out a request to supply several steps
    of
    information from the requestor. I managed to do this using the default
    conditions (on status change, on queue change); however it mostly
    happens
    these status changes already take part when working on the ticket. :slight_smile:
    What
    is the best way to achieve the above? I read about the user-defined
    actions but i cannot find a lot of examples regarding this on the
    mailing-
    list and the wiki.

Can you clarify what is already happening and what you want to have
happen? We changed RT to send an email to requestor when the ticket has
been assigned a user. I would imagine that if you want to move the
ticket to a different queue, and kick off an email to them requesting
information via template, you could.

3.) I also read about creating additional status’s; is it still not
encouraged to use in RT3.4.5? How do you work around it? Create
additional
queue’s or add custom fields to the tickets?
The main reason for this is that we dont want tickets to "disappear"
when
it is stalled.

They don’t need to disappear… change your searches to included stalled
tickets. You could create a stalled queue, I guess. You could also play
around with custom fields to see if that gets you anything.

4.) When i have a custom field in a ticket (another ticket number) i
want
this additional ticketnumber to be in the subject of all email going
out
of RT. How can i accomplish this?

So you have a custom filed that the value is another ticket, and you
want o include the value of the custom filed in the subject? I’d guess
this is possible somehow, but its beyond my RT know how.

Certainly try the wiki and searching the mailing list archives. There is
lots of good info out there.

So far RT looks very nice!

It truly is.

I hope someone can answer these questions. :slight_smile:

I hoped I helped at least a little bit :slight_smile:

Duncan
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.htm

Hi Wouter-

1.) Can RT be integrated when the primary mailserver is on M$
Exchange? Or
is a *nix based mta needed? (can’t help it :))

Im not familiar with anyone doing this. It prob. Depends on on the
specifics on what you want to do.

We have accounts helpdesk@domain.com that are in exchange, that forward
off to helpdesk@myrtserver.domain.com

I will do the same for this then! :slight_smile:

2.) When having multiple queue’s and incoming email is always coming
in
into one queue (so staff can update the ticket info to be complete,
before
a techie starts working on it):

  • When transferring the ticket from the incoming queue to another
    queue,
    we would like to be able to send out a request to supply several steps
    of
    information from the requestor. I managed to do this using the default
    conditions (on status change, on queue change); however it mostly
    happens
    these status changes already take part when working on the ticket. :slight_smile:
    What
    is the best way to achieve the above? I read about the user-defined
    actions but i cannot find a lot of examples regarding this on the
    mailing-
    list and the wiki.

Can you clarify what is already happening and what you want to have
happen? We changed RT to send an email to requestor when the ticket has
been assigned a user. I would imagine that if you want to move the
ticket to a different queue, and kick off an email to them requesting
information via template, you could.

1.) ticket is coming into the general queue
2.) helpdesk staff is completing the ticket accoring to contract and blablabla
3.) helpdesk staff moves the ticket from general queue to another queue
4.) when the ticket is coming in to the other queue, it should send out a message to the requestor for basic information. i would like to happen this for only one time! (The ticket might appear in other queue’s while working on the ticket, it should not be the case that when this ticket comes back into the queue the info is requested again.)

I hope this is clearer :smiley:

3.) I also read about creating additional status’s; is it still not
encouraged to use in RT3.4.5? How do you work around it? Create
additional
queue’s or add custom fields to the tickets?
The main reason for this is that we dont want tickets to "disappear"
when
it is stalled.

They don’t need to disappear… change your searches to included stalled
tickets. You could create a stalled queue, I guess. You could also play
around with custom fields to see if that gets you anything.

clear. :slight_smile:

4.) When i have a custom field in a ticket (another ticket number) i
want
this additional ticketnumber to be in the subject of all email going
out
of RT. How can i accomplish this?

So you have a custom filed that the value is another ticket, and you
want o include the value of the custom filed in the subject? I’d guess
this is possible somehow, but its beyond my RT know how.

Certainly try the wiki and searching the mailing list archives. There is
lots of good info out there.

Yup; did not find anything as of yet.

So far RT looks very nice!

It truly is.

I hope someone can answer these questions. :slight_smile:

I hoped I helped at least a little bit :slight_smile:

It did; a little :wink:

Duncan

“Nuclear war would really set back cable.”
– Ted Turner