[rt-users] Customer Management with RT?

[aaron at thunderbirdbroadband.net]

Kenn,

SO would my csr need to log in as the customer and initiate the ticket or is
there a way to change the requestor from the UI as a superuser?

Thanks,

Aaron

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, August 22, 2007 9:16 AM
To: aaron at thunderbirdbroadband.net
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customer Management with RT?

Aaron,


	Why not just let the customer/user be the requestor and remove any 
notification privileges and/or modify any notification scrips to not 
send to the requestor accordingly? That way, they know nothing unless 
you send them direct E_mail and you have a requestoer that can be used 
for any kind of query. Hope this helps.


Kenn
LBNL

aaron at thunderbirdbroadband.net wrote:
> Hello,
> 
> I run an ISP and would like to use RT to manage customer information as 
> well as track their support issues.
> 
>  
> 
> I added custom fields to Users so as to be able to include IP addresses 
> and other standard customer info.
> 
>  
> 
> I plan to create a non privileged user for each customer.
> 
>  
> 
> Is there a way to attach a ticket to a user without making them an 
> owner? More importantly, is there a way to attach a ticket to a user and 
> not have them get an email regarding it?
> 
>  
> 
> I would like to be able to track incidents, updates and notes as tickets 
> associated with a user (Customer) without spamming them every time we do 
> some internal updates.
> 
>  
> 
> I also need to be able to search by a user/customer and view their
tickets.
> 
>  
> 
> Is there a good way to do this?
> 
>  
> 
> Thanks for any help.
> 
>  
> 
> -Aaron
> 
>  
> 
> 
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> 8/20/2007 5:44 PM
> 
> 
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