> > Hello group, > > We're using RT for several years now and upgraded recently to RT 4.4 > A lot of our tickets involve requests where the owner of the ticket needs > to make some inquiries or put other departments at work. > e.g. As a response to a ticket a new user account has to be created and > some actions like delivering devices (smartphone, laptop) or giving access > to applications has to be done by other departments. > > We could manually send out some answers or replies with the involved > departments in CC: > But, since these are not comments, by default the requestor gets all the > correspondence as well, e.g. when the department answers that the > smartphone is ready to be picked up. > This is not what we want. > > The situation above can be compared with the queue "Investigations" in > RTIR where new tickets are created, linked to the original one, but without > notifying the requestor(s) > Installing RTIR seems like overkill, since this has little or nothing to > do with incidents. > > What is the best practice to create a working solution for this problem? > Has anyone done this before? Are there some ready-made contributions that > I can use? > My knowledge of Perl is rather limited, so I could create a scrip but this > should mainly be based on copy-pasting and little adjustments of examples. > > Much obliged, > Lieven > > Three options i can think of: 1 "comment" and and CC the other group; replies will also be comments and therefor not sent nor seen by the requestor. This depends on you having a -comment@ email address defined separately from the generic queue email address. 2 Add the other group as Ticket AdminCC and then comment. This will result in them seeing all the Ticket traffic which you may not want (or only sometimes want). 3 Link tickets
I use all three of these depending on the situation cheers
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