Tom, This can be done. We do it with a scrip that evaluates the "From" email address and sets the ticket owner and Queue based on that value.
Kenn LBNL On Wed, Sep 8, 2010 at 2:17 AM, Tom Sylwestrowicz <tsylw...@ripe.net> wrote: > Hi there, > > This is more of a "can you do this with RT?" kind of question. > > Scenario: > > 1. Someone external (Joe Bloggs) sends an e-mail requesting a service to > Operations at blah dot net. > 2. The ticket ends up in the Operations RT queue. > 3. Operations does not provide this service, therefore need to forward > the original request to the Service department (they don't use RT) > > What I want to do is to be able to re-direct this request, using RT, to > the Services department, making it look like it came from Joe Bloggs. > > I've seen the option to forward tickets to e-mail addresses, but this > makes the Operations Queue look like the sender. So when the Services > team gets the forwarded ticket, their non-RT ticketing system sends an > auto reply to the Operations queue and not to Joe Bloggs. > > My question is, does RT (our version is 3.8.2) have the functionality to > forward this ticket *as* the original requestor? In this case as Joe > Bloggs. > > If the functionality is not built in, will it take a lot of coding to > get this to work? > > Best Regards, > Tom > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! >
RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!