[rt-users] RT and customer relations

[Ravin Mathoora]

Hi Stephan, I forgot to add that we gave customers a generic login so that
they all use the same username/password so that when they log on, they can
always see the tickets that belong to them.

It is not the best solution, but it is a workaround. If you manage it well,
it works.

Hope this helps.

Best Regards,
Ravin Mathoora
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephan
Uhlmann
Sent: 22 August 2005 16:26
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT and customer relations

Hello list,

currently our RT is accessible via only from intranet (only special email 
addresses routed into it). But now we want that customers can see their 
tickets via web, too. So we want to make the server public. But I hesitate 
because of some problems.

1) For convenience we have one queue for each customer. Now if I let 
unpriviledged users see the queues they see all our other customers, too.

2) Very often we have many different people on the customer side reporting
and 
dealing with the tickets. So different users need access to the same
tickets. 
Thus a solution like "let unprivileged users only access own tickets" is not

feasible.

My solution now would be to create one group for each customer, putting all 
users working for that customer into that group and letting only this group 
access the specific customer queue. Ideally customer users, groups an queues

could be generated/synchronized from an existing CRM database.


Now what I would like to know is, is that a good way to do it? How are other

people dealing with these problems?


Stephan