Hi all,
I imagine this is a common problem, but I can't find anything by searching the
archives - I've tried a number of different search terms but don't hit anything
useful.
I support a number of customers who I look after various IT things for. I often
want to send an email to someone who I need to work with for a customer, for
example, I manage a web/email server for a customer and need to email the
company who runs the customer's desktop machines etc. as a new request
initiated by me ("I've noticed this problem, here's what we should do to fix"
type of thing).
If I create a new ticket in the web interface and add the 3rd party as a
requestor, they get a somewhat confusing Autoreply message back. That's not
ideal.
If I create a new ticket in the web interface and add the 3rd party as a CC,
and myself as a requestor, that works OK but I have to reply to a ticket in
order to get the email to the customer.
I could also create a ticket with email, and CC the other person, but they'll
hit reply to all (or just reply) and emails will go outside the ticketing
system and/or create new tickets which is not ideal.
I have wanted to do this in the past in other situations, for example as an ISP
I've wanted to send a message to another ISP, or to a transit provider or
something, to arrange a change in our interconnection/peering. I'd prefer these
thing to be tracked in RT, instead of my personal mail.
What are other people doing for this sort of thing?
--
Nathan Ward
