[rt-users] Questions on RT

[Feargal Reilly]

> 
> On Wed, 11 Oct 2000 11:23:39 -0400
> Jesse <jesse at fsck.com> wrote:
> 
> > 
> > On Wed, Oct 11, 2000 at 03:44:04PM +0900, Kazu Kimura wrote:
> > > Hello,
> > > 
> > > I am a beginner of RT system.
> > > 
> > > I have some questions on the use of this;
> > > 
> > 
> > > (2)In the past experience with ARS of Remedy, I suppose it is convenient if RT has customer profile. Is it available now or is it supposed to be add in new version?
> > > 
> > RT2 keeps track of much more information about a requestor.
> 
> In RT, is requestor a customer?
> 
> Suppose there are service provider and its customers. and SP has
> customer assistance center and analysts. Sometimes, customer calls to
> analyst to request for trouble shooting and analyst will open a queue in
> RT.  In this case, requestor is analyst and not customer.  Can RT handle
> this case now or in the future?
> > 
The analyst can enter the customer as the requestor. when he creates the request.

-Feargal.

--
Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621