Re: [rt-users] advice for mobile techs
On Tue, Apr 28, 2009 at 1:38 PM, Tom Lahti wrote: > You need another alias for comments, that uses "--action comment" instead of > "--action correspond" as an option to rt-mailgate. Ah, right. Ok, and when we want to comment on tickets we'll send an email to comme...@ourcompany.com instead of replying to the ticket. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] advice for mobile techs
> gets sent out and replied to, it gets added as correspondence (i.e. > the Requestor sees it) not comments. Since we don't have a > dispatcher, there's bound to be alot of ticket chatter while we figure You need another alias for comments, that uses "--action comment" instead of "--action correspond" as an option to rt-mailgate. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] advice for mobile techs
Most of our techs are in the field and may only have email access to RT. I've added them as AdminCCs, but when a new ticket notification gets sent out and replied to, it gets added as correspondence (i.e. the Requestor sees it) not comments. Since we don't have a dispatcher, there's bound to be alot of ticket chatter while we figure out who's taking what ticket, etc. I'm ok with this staying as comments, but definitely do not want the Requestor to see this. Not sure how best to solve this dilemma as we also want to be able to send correspondence via email too. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
