Nathan: There are different ways of dealing with the scenario you have. What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor, When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence. I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket.
Roy > -----Original Message----- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Nathan Ward > Sent: 27 April 2011 05:39 > To: RT-Users@lists.bestpractical.com > Subject: [rt-users] Using RT to track outgoing requests > > 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