[rt-users] advice on making rt customer friendly?

[Christopher Kolar]

Hi everyone.  I have been using RT (1/2) for about two years now.  For the 
most part we have used it internally for project management, software 
development, and work flow, only about 10% of the traffic has been 
traditional help desk work.

That is about to change, and we are going to have to start using RT to 
support lots of people who will be more like traditional "customers" as 
opposed to working partners.  I have two questions for the group.

1.  What is the least painful way to allow people to check on their ticket 
via the web?  These will be people who are not in the system as users, but 
who will almost always have an auto-created ticket.  I know that they get 
the URL in the auto-response, but how can I get them past the login 
screen?  I am interested in a workable solution that does not allow 
everyone to see all of the tickets, but that would let a person get a 
reasonable idea of where this issue is on the web.

2.  Any general advice that people have would also be appreciated.  There 
is a small amount of "best practices" information in the web docs, but 
pearls of wisdom would be appreciated.  Our team has figured out how to use 
it quite well for our own purposes, but I am sure that there are a lot of 
considerations that we can't really imagine once we start using it as a 
point of contact for end users.

Thanks in advance.

--chris



/////\\\\\/////\\\\\
Christopher G. Kolar
    Coordinator of Information Technology Integration
    Illinois Mathematics and Science Academy
  ckolar at imsa.edu  --  www.imsa.edu/~ckolar --  PGP Public Key ID: 0xC6492C72
         Information literacy news, tools, and programs: 
<mailto:infoliteracy-subscribe at iti.cnsnet.imsa.edu>infoliteracy-subscribe at iti.cnsnet.imsa.<mailto:infoliteracy-subscribe at iti.cnsnet.imsa.edu>edu
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