Hello everyone, I have a question regarding ticket handling workflow. The situation should be as follows:
1) Someone reports a security incident by sending an email to RT. 2) Autoreply confirming that the incident is accepted is sent to the requestor. 3) The responsible person/administrator is contacted and the security incident is taken care of. Correspondence flows between the security team and responsible person/administrator only and is archived inside RT. Other people can also join the conversation. 4) If it is necessary to contact the requestor for more details, mail is sent to them. Responsible person/admin sees this correspondence. 5) Once the security incident is resolved, the requestor receives an informational email. I have a hard time finding how to do this. I have come up with a solution, that makes it easy except for the point 4). The idea is to add responisble person/administrator as a Cc, disable the 'On Correspond Notify Requestors and Ccs' and have only 'On Correspond Notify Ccs'. This way the correspondence is kept away from requestor that does not need to know details and other people may join the conversation, because there is also a scrip that adds Ccs from mail as Ticket Ccs. Problem raises when I want to send an email to the requestor in the meantime (not autoreply On Create and message On Resolve). I could have a scrip 'On Correspond Notify Requestor' and then disable the requestor from receiving the mail, anytime the correspondence is sent from RT, but that would be very prone to mistakes and accidental sendings of an email. I need it to work in the other way - exclude requestor from recieving notification unless explicitly allowed. Is there a way to do it? For this purpose the section 'Will not sent mail to' (I hope it is correct translation - I have czech version) in the Ticket update page seems like a best place. But I do not have an idea how to get the requestor mail there. The section above has any allowed scrips with On Correspond condition. But this one? I don't know... Thank you for reading this and for eventual help. Regards Martin -- Mgr. Martin Drasar [email protected] Network Security Department http://ics.muni.cz/ CSIRT-MU http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
