Hi Wolfgang, If you need to manually filter all input from contractors before sending it to requestors then having the contractors send you emails which you cut-and-paste or forward to the appropriate ticket is about as simple as you can make it.
You could also pass all contractor mail through rt-mailgate, making sure it was sent as a "Comment". This would then never be sent to the Requestors (with a default RT setup). You could then decide which comments should be sent to the Requestors and manually create an email for them. I guess it depends on the percentage of contractor emails you deem acceptable to send directly to Requestors. regards Taan >>[EMAIL PROTECTED] wrote: >>> >>> Hi everybody, >>> >>> I'd like to ask for a "best practice": >>> >>> My help helpdesk shall alway have control over the ticket eg be the > owner; >>> on the other hand, they may need to involve additional persons (sub >>> contracters, ...) >>> What's the best way to bring them in the game ? >>> >>> Any suggestion welcome >>> Wolfgang _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
