One option is to use a scrip tied to the creation of a ticket. We've got a workflow on our advert management queue, which creates a child ticket to remove an advert. It checks for Set-Removal: followed by a unix timestamp, and if it exist, a child ticket is created. There's a snippet of the code below. It's in Custom action preparation code. Condition on create, action user defined.
if( $content =~ m/^\QSet-Removal:\E\s*(\S+)\s*$/m ) { my $removaldate = RT::Date->new($RT::SystemUser); my $starts = RT::Date->new($RT::SystemUser); $removaldate->Set(Format=>'unix', Value=>$1); my $rdate=$removaldate->ISO; $starts->Set(Format=>'unix', Value=>$removaldate->AddDays(-7)); my $childticket=new RT::Ticket($RT::SystemUser); $childticket->Create(Queue=>"WebChange", Requestor=>$self->TicketObj->RequestorAddresses, Subject=>"Remove Advert", Due=>$rdate, Starts=>$starts->ISO ); $childticket->AddLink(Type=>"MemberOf",Target=>$self->TicketObj->id) } Steve Anderson -----Original Message----- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Martin Drasar Sent: 20 January 2011 14:51 To: rt-users@lists.bestpractical.com Subject: [rt-users] Two separate tickets for one mail Hello everyone, I would like to ask you how I can create two tickets from one mail. The reason is that we often receive copyright infringment notices and then follow this workflow: - autoreply to complainant that we have taken care of it - contact the administrator that is responsible for the part of network the infringement took place in - wait for the administrator to do his job - close the ticket after receiving reply from administrator Our network is part of a bigger network and many mails that end up in our abuse inbox end up also in the abuse inbox for the bigger network. We used to add them to CC of the mail that goes to complainant so that they can close their ticket. However, they started in good faith to reply to that mail and their reply is resent to the administrator mentioned before, which is something we do not want. We have figured that the most sytematic solution would be to create two tickets in such cases. One ticket for communication with external entities and one for internal communication. I am not sure how exactly to do it and if it is really that good idea though. Does anyone of you have simillar setup? What and how would you suggest to do it? Thanks, Martin -- Mgr. Martin Drasar dra...@ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0xB2761CDE ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. ****************************************************************************