Tracking vendor requests

In addition to tracking requests from our customers, we use RT to
track external vendor requests by doing the following:

  1. Create a new ticket in RT setting the requestor to the vendor’s e-mail
    address. Set Subject, Status=stalled and Owner. Press the Create button.

  2. Reply to the request filling in the actual message to the vendor.
    Submit the reply.

When the vendor responds, the ticket is opened with their reply
automatically appended.

It would be really cool if we could do this all in one step, i.e. create
the request and send the response. Any ideas on how to tackle it?

Regards,
Bill

Using RT 3.0.4 (soon to upgrade to 3.0.8 or 3.0.9) on FreeBSD 4.x/Apache
1.x/mod_perl

bill@daze.net wrote:

It would be really cool if we could do this all in one step, i.e. create
the request and send the response. Any ideas on how to tackle it?

Use the AnyTransactionSource Scrip Condition to differentiate betweeen
externally crated tickets (send autoreply) and internally created ones
(send correspondence). Works like a charm, and users love it (in
particular if you use it to fix the default correspondence breakage as
well 8-).

It would be really cool if we could do this all in one step, i.e. create
the request and send the response. Any ideas on how to tackle it?

Use the AnyTransactionSource Scrip Condition to differentiate betweeen
externally crated tickets (send autoreply) and internally created ones
(send correspondence). Works like a charm, and users love it (in
particular if you use it to fix the default correspondence breakage as
well 8-).

Thanks. Now I just need to find some time to think about this and figure
out exactly what I need to do to use it (where to install, etc.). If I get
stuck, you will hear from me.

P.S. I found your post from Jan 2003 on the subject and now know what you
mean by the default correspondence breakage. It’s quite insteresting that
we just encountered that problem four days ago for what I think was the
first time and we’ve been running RT3 since 3.0.0 came out.

It will be cool to fix it too with this change. It would be nice to see
AnyTransactionSource included in the official release of RT.