Sounds like it might do the trick, let me try and let you know.
On 26/08/2011 10:22 AM, John Rouillard wrote:
On Fri, Aug 26, 2011 at 10:08:21AM -0400, Gilbert Rebeiro wrote:
Is this too obvious?
The needs are to initiate a ticket (email) that doesn't send an
autoreply but is an email with the request showing the proper ticket
number in subject line.
This would then be sent to the organization (email address) that
needs to perform the task:
This way we can track the open task.
We can have updates populate the ticket when they reply to the email.
A RT user would be the requester in this case
Is anyone doing this?
There must be a way.
I would try installing the command by mail extention for RT
and using the:
AddCc:<address> Add new Cc watcher using the email address
command to add the email address of the vendor. I think the AddCc
occurs before the email notifications are sent. So if you use the
reply address with the normal notification scrips it should work.
This will result in an autoreply to the person opening the ticket, but
I think you want that as confirmation that the ticket was opened and
properly processed.
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