The simplest approach is probably to use Links. Under the Links section,
you'll see a Create button that lets you easily create a linked ticket.
You can have your internal conversation on the linked ticket and just
reply back to the requestor when it's appropriate.
On 2/23/16 3:04 PM, Lieven Bridts wrote:
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
---------
RT 4.4 and RTIR Training Sessions
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
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---------
RT 4.4 and RTIR Training Sessions
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016
