Another way you could do it would be to setup a separate queue that has a different Scrip for "On Create Notify CCs" and a different template that you would setup to your liking. You would have to remove the default "On Create Notify CCs" Scrip from the Global configuration, and then apply it to your other queues individually, but it would allow you to make your 3rd party as a CC through the web interface for the queue in question and they would be none the wiser.
Luke Kwiecinski -----Original Message----- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Nathan Ward Sent: Wednesday, April 27, 2011 12:39 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Using RT to track outgoing requests Hi all, I imagine this is a common problem, but I can't find anything by searching the archives - I've tried a number of different search terms but don't hit anything useful. I support a number of customers who I look after various IT things for. I often want to send an email to someone who I need to work with for a customer, for example, I manage a web/email server for a customer and need to email the company who runs the customer's desktop machines etc. as a new request initiated by me ("I've noticed this problem, here's what we should do to fix" type of thing). If I create a new ticket in the web interface and add the 3rd party as a requestor, they get a somewhat confusing Autoreply message back. That's not ideal. If I create a new ticket in the web interface and add the 3rd party as a CC, and myself as a requestor, that works OK but I have to reply to a ticket in order to get the email to the customer. I could also create a ticket with email, and CC the other person, but they'll hit reply to all (or just reply) and emails will go outside the ticketing system and/or create new tickets which is not ideal. I have wanted to do this in the past in other situations, for example as an ISP I've wanted to send a message to another ISP, or to a transit provider or something, to arrange a change in our interconnection/peering. I'd prefer these thing to be tracked in RT, instead of my personal mail. What are other people doing for this sort of thing? -- Nathan Ward