Hi there, This is more of a "can you do this with RT?" kind of question.
Scenario: 1. Someone external (Joe Bloggs) sends an e-mail requesting a service to Operations at blah dot net. 2. The ticket ends up in the Operations RT queue. 3. Operations does not provide this service, therefore need to forward the original request to the Service department (they don't use RT) What I want to do is to be able to re-direct this request, using RT, to the Services department, making it look like it came from Joe Bloggs. I've seen the option to forward tickets to e-mail addresses, but this makes the Operations Queue look like the sender. So when the Services team gets the forwarded ticket, their non-RT ticketing system sends an auto reply to the Operations queue and not to Joe Bloggs. My question is, does RT (our version is 3.8.2) have the functionality to forward this ticket *as* the original requestor? In this case as Joe Bloggs. If the functionality is not built in, will it take a lot of coding to get this to work? Best Regards, Tom RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
