Hi, Was this the sample script you used on the wiki?
http://requesttracker.wikia.com/wiki/OpenDependantsOnResolve > Best regards, Bart 2011/6/16 Raed El-Hames <[email protected]> > Hi Bart, > > > > The scrip that trickle the update from one ticket to another is something > I’ve written, > > I don’t have my rt available to me at the moment , if you need it drop me a > note so I can send it to you when I can, If I remember rightly there was a > very similar example scrip on the RT wiki. > > > > Regards; > > Roy > > > > > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of * > Bart > *Sent:* 15 June 2011 20:36 > *To:* Raed El-Hames > *Cc:* [email protected] > > *Subject:* Re: [rt-users] Need some help with suppliers > > > > Hi Roy, > > > > That sounds like a very clean solution :-) > > > > We were already looking at maybe just using our regular e-mail client for > mailing towards the suppliers with RT on the CC but your solution would > allow us to really do everything from within RT + I like the idea of making > a separate ticket for the supplier. > > > > Is the scrip you use something default within RT (can't check it atm but > will do next thing tomorrow). > > > > Anyway, thanks for the info I'll be sure to give it a try. > > > Best regards, > > Bart > > > 2011/6/15 Raed El-Hames <[email protected]> > > Bart: > > > > The way I deal with the scenario below is as follow: > > 1- Customer ticket about their issue with customer as requestor > > 2- Create depends on ticket to the supplier with the supplier as a > requestor > > 3- We put the customer ticket to status ‘on-hold’ which we added to > the inactive status list > > 4- We have a scrip that pushes updates from depends on ticket to the > Depended on By as comments (it also changes the ticket status to open) , so > when the supplier reply back with the solution etc, this update is trickled > into the main customer ticket and the customer ticket becomes active again. > > Hope that helps. > > > > Regards; > > Roy > > > > > > *From:* [email protected] [mailto: > [email protected]] *On Behalf Of *Bart > *Sent:* 15 June 2011 07:07 > *To:* [email protected] > *Subject:* Re: [rt-users] Need some help with suppliers > > > > Hi, > > Our suppliers use different systems and the people dealing with them is our > supportdesk. So basically any ticket from our supportdesk "could" rely on an > action from our suppliers. > > Creating a "depends on" ticket and giving the supplier a user which becomes > owner of that ticket could do it, or we could at least make them requestor > for that ticket in order to mail them. I think requestor is the best case > for us, the main function we need is the ability to mail towards someone > else other then the requestor in the "To" field. (I'll explain below) > > Something I haven't mentioned, the usual fllow with our supplier is that > incidents are called in. So we write down that we've called them + I can > make a CF or something like that specifying that it's now with that > supplier. > But changes are things that we e-mail towards our suppliers (sometimes > incidents too), and that specific action isn't possible by default. You can > only mail a requestor + CC a few people (or make a comment and CC that > towards someone). In that context the CC option is a problem for us since > suppliers expect them to be mailed directly (CC usually means, read but > don't do anything). > > We could talk to them about it but I want to avoid it and use mail the way > it should be used ;) > > Best regards, > > Bart > > 2011/6/14 Kenneth Crocker <[email protected]> > > Bart, > > Do all your suppliers have RT? If not, then who in your organization deals > with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is > owned by the person dealing with that particular supplier would work. > > Just a thought. > > Kenn > LBNL > > > > On Tue, Jun 14, 2011 at 5:04 AM, Bart <[email protected]> wrote: > > Hi, > > I need some help understanding the flow of tickets in RT, specifically how > to work with suppliers. > > In our test setup one questing came forth about sending a ticket to a > supplier and how to go about it. > Lets say we have a customer sending us an incident ticket. The incident > ends up being the problem of our supplier so we need to have the ticket > depend on a suppliers actions. > > Our current setup is pretty much default with two queue's for internal > departments: > > - Queues: > > > - Servicedesk: All new e-mails go to this queue. > - Tech support: Thirdline support for the servicedesk. > > > - CF's: > > > - A few under users for easy selection of organizations. > - And a few for the tickets for selecting to what categorie a ticket > belongs to. > - In addition I've installed the SLA plugin with two test SLA's. > > In our old system we would do these things by assigning a ticket to a > supplier, does that mean that I would need to create a queue for each > supplier that we work with for this to work? > > I'm guessing "yes", hoping "no", for some suppliers having a queue is ok > but for allot of other ones it's not ok. We work for the government, some > direct suppliers are easy to write down as a queue but sometimes a townhall > needs to fix something which would mean that we have to add roughly 450 > queue's (one for each townhall). > > Anyway, if someone could help me understand how to work with suppliers then > I'd be extremely gratefull. > > > Best regards, > > Bart > > > > > > >
