[rt-users] Customer and contacts relationship in RT

[Maciej Dobrzanski]

Hans,

> for the ticket history of a company with multiple requestors? Is there
maybe a plugin or 
> extension which enables adding companies to RT and linking requestors to
them?

RT has no built-in support for customers per se, but you can still use RT
groups to emulate it. Create one group per customer and assign contacts to
the respective groups. To make permission management easier later on, you
can also create one master group called Customers and make all other
customer groups its members (permissions are inherited).

A group can become ticket Cc, so you can assign customer contacts to each
ticket in an easy way. You can even automate this through Scrips (e.g. when
a known user creates a ticket, set the group it belongs to as ticket Cc). If
you also set a customer's name in a custom field of each ticket, you should
also be able to do searches by customer (I don't think it's possible to
search in Cc by group name).

Best regards,
Maciek