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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.<br><br>
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.<br><br>
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.<br><br>
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.<br><br>
Thanks in advance.<br><br>
--chris<br><br>
<br>
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<font size=2>/////\\\\\/////\\\\\<br>
Christopher G. Kolar<br>
Coordinator of Information Technology Integration<br>
Illinois Mathematics and Science Academy<br>
ckolar@imsa.edu --
<a href="http://www.imsa.edu/~ckolar" eudora="autourl">www.imsa.edu/~ckolar</a>
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