Hello group,

We're using RT for several years now and upgraded recently to RT 4.4
A lot of our tickets involve requests where the owner of the ticket needs to 
make some inquiries or put other departments at work.
e.g. As a response to a ticket a new user account has to be created and some 
actions like delivering devices (smartphone, laptop) or giving access to 
applications has to be done by other departments.

We could manually send out some answers or replies with the involved 
departments  in CC:
But, since these are not comments,  by default the requestor gets all the 
correspondence as well, e.g. when the department answers that the smartphone is 
ready to be picked up.
This is not what we want.

The situation above can be compared with the queue "Investigations" in RTIR 
where new tickets are created, linked to the original one, but without 
notifying the requestor(s)
Installing RTIR seems like overkill, since this has little or nothing to do 
with incidents.

What is the best practice to create a working solution for this problem?
Has anyone done this before? Are there some ready-made contributions that I can 
My knowledge of Perl is rather limited, so I could create a scrip but this 
should mainly be based on copy-pasting and little adjustments of examples.

Much obliged,

RT 4.4 and RTIR Training Sessions 
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

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