Le 18/04/2011 à 09:55:56-0700, Kenneth Crocker a écrit > Albert, > > I'm not quite sure if I understand your question, but I think you want to be > able to create tickets for people "outside" your group/organization for > questions, etc. My suggestion is to create new Queues for the various groups/ > organizations you are referring to. Then send email to those Queues for your > questions. When you configure those Queues, make sure you set the watchers up > to be those you want to hear from and make sure those Queues are ONLY > executing > notification scrips specific to those needs to those watchers. When those > watchers do a "reply" to the email RT sent (when the ticket was created), RT > will keep track of those responses and as the "Requestor", you will get a copy > of their response (provided you have that scrip working in that Queue. > > Hope this helps.
Thanks. Let me explain (sorry my english is very poor) again. Take a example, I need to contact (I'm working as system-admin in IT) the support of the dell because one of my server lost a disk. What I want to do is create a ticket in RT to track this. So creating a new queue is not very good because I'm going to use this maybe only one time. But I find a solution, I'm not sure is the good way to do that but it's working. I send a email to mail RT-Mailgate_address and put on the top of the mail AddCc:DELL_SUPPORT_ADDRESS so when the ticket is create RT send a email (with in the subject the good tags, and correct from address) to DELL_SUPPORT_ADDRESS so when he going to answer the mail going to RT-Mailgate_adfress and RT send back to me. So I can track all the transaction and put in the archive. The only thing I can do is, in this method DELL_SUPPORT_ADDRESS received his own email. But that's in small inconvenience. But maybe someone have better idea ? Regards. > > Hi all. > > I would like to use our RT to track everything. > > When someone outside our team ask us a question, everything work fine. > > But we like to use RT to track our questions to somebody not in our team. > > Classically we send a email to «somebody», put our team aliases in the CC, > and that's all. But off course we don't have anything to track this. > > Now if we want to use RT and put the rt-mailgate-adresse in the CC it's > not > really working because the answer come from «somebody» is go directly to > the RT and create a new ticket. > > We can create a ticket directly from the web interface and put in the > Requestor list «somebody». But our team don't like web interface and > that's > sound strange to put «somebody» in the requestors-list. > > or can put the «somebody» in the CC list. But again we don't like web > interface. > > So : how can I manage that ? > > The best solution is > > when the requestor send a ticket and if the requestor is in the > AdminCC list then automaticaly put the others (in To: or CC:) in > the CC for this ticket. > -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: lun 18 avr 2011 21:59:53 CEST
