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<P><FONT SIZE=2>Be carefull to grant modifyticket to a external. They can do too much with the ticket.<BR>
<BR>
What about the idea to define some keywords with the customer and pars the mails from the customer for this and set the prio by a script?<BR>
<BR>
I think i saw something like this at the wiki.<BR>
<BR>
Torsten<BR>
<BR>
-----Original Message-----<BR>
From: rt-users-bounces@lists.bestpractical.com <rt-users-bounces@lists.bestpractical.com><BR>
To: Armaghan Saqib <mavsol.rt1@gmail.com><BR>
CC: rt Users <RT-Users@lists.bestpractical.com><BR>
Sent: Thu Apr 03 19:29:46 2008<BR>
Subject: Re: [rt-users] How can customer (requester) set the priority oftickets.<BR>
<BR>
Armaghan,<BR>
<BR>
<BR>
The only way I know of to allow a "requestor" to see what is on their<BR>
ticket is to grant "SeeQueue" and "ShowTicket" globally to the role<BR>
"Requestor". As to modifying a ticket. Well, We usually don't let anyone<BR>
do that to a ticket except the owner, but if you wanted to do that, then<BR>
also grant "ModifyTicket" globally to the role "Requestor" as well. The<BR>
only drawback to the last right is that granting the "ModifyTicket"<BR>
right means the requestor can modify a BUNCH of other fields. We got<BR>
around that by creating a Custom Field named "Need-By Date" to all<BR>
tickets, set the format to only allow mm/dd/yyyy and then granted the<BR>
"ModifyCustomField" and "SeeCustomField" rights to the user-defined<BR>
groups that contain a sub-set of customers that are allowed to be<BR>
requestors for a particular queue (we have over 75 support-specific<BR>
queues). Hope this helps.<BR>
<BR>
<BR>
Kenn<BR>
LBNL<BR>
<BR>
On 4/3/2008 1:47 AM, Armaghan Saqib wrote:<BR>
> We allow our customers to keep sending their requirements as new<BR>
> tickets. Some times we need to prioritize the work of a specific<BR>
> customer and ask customer to let us know his/her priorities.<BR>
><BR>
> Is it possible that the customer who is requester can login to the self<BR>
> service interface and update the relative priority of his tickets?<BR>
><BR>
> Is there some other way this can be accomplished.<BR>
><BR>
> Thanks and regards<BR>
><BR>
> Armaghan<BR>
><BR>
<BR>
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