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: firstname.lastname@example.org
[mailto:email@example.com] On Behalf Of Duncan
Sent: Friday, March 03, 2006 9:27 AM
To: Wouter Prins; firstname.lastname@example.org
Subject: RE: [rt-users] Some questions regarding RT
1.) Can RT be integrated when the primary mailserver is on M$
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 email@example.com that are in exchange, that forward
off to firstname.lastname@example.org
2.) When having multiple queue’s and incoming email is always coming
into one queue (so staff can update the ticket info to be complete,
a techie starts working on it):
- When transferring the ticket from the incoming queue to another
we would like to be able to send out a request to supply several steps
information from the requestor. I managed to do this using the default
conditions (on status change, on queue change); however it mostly
these status changes already take part when working on the ticket.
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
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
queue’s or add custom fields to the tickets?
The main reason for this is that we dont want tickets to "disappear"
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
this additional ticketnumber to be in the subject of all email going
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.
I hoped I helped at least a little bit
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