Hi Carl;
Have you investigated having relationship between the 2 tickets
(parent/child or refer to etc) then applying a scrip when an update to
one submits an update to the other??
Roy
Carl Vincent wrote:
The fun starts when we want to run a workshop at our own venue:
Following the plan above, our RT system ends up on both ends of the
ticket. Ideally the workflow process would be the same whether we're
using our venue of one elsewhere, but at the moment our team have to
treat these tickets differently (tickets are linked
refers-to/referred-by and you have to check both for the
full picture).
I've kind of resigned myself to run a separate RT for our venue
management operation - then the two RTs can talk to each
other. I'd also
considered writing something to rewrite the headers to fool RT into
thinking it was talking to a separate RT instance - though
I don't know
how hard that would be.
Does anyone else have a suggestion to smooth out this
abnormality in our
workflow?
Are all these tickets in the same Queue? I don't understand why
using different Queues wouldn't work.
I think he has separate queues but wants the email response
going out of
one of the queues to be accepted back into a different queue where it
will reach the right people. If you had different RT instances you
could find the different RT names in the subject line and each could
have different ticket numbers, but I don't think there is a
handy way to
do this in a single instance. You can manually move the
ticket into the
right queue before responding (if you have rights to do both),
but then
it becomes a special case instead of just replying.
Thanks Les, that's exactly the situation - one RT instance, two queues,
two groups of people dealing with them, but they want to communicate as
they would with "external" people.
Is there any mileage in writing a filter outside RT to rewrite the
headers? I'm thinking it shouldn't be too hard to have a filter before
rt which takes a subject like:
[Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr
and translates it to:
[Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr
before passing it on to RT. Would that be worth a go do you think?
Cheers
Carl
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