[rt-users] recommended setup for public access

[Seth Cohn, EFN General Manager]

On Fri, 17 Jan 2003, Vivek Khera wrote:

> >>>>> "MS" == Mark Stosberg <mark at summersault.com> writes:
> 
> MS> old mailing list posts. I'm still hung up on this question: What's the
> MS> recommended way to set up a "general public" interface, allowing people
> MS> to create tickets in the system?
> 
> We just use a standard web based form to collect the necessary
> information we want, and have the CGI program email a nicely formatted
> message to the appropriate queue address. 

That was going to be my suggestion, combined with:

Make the web mailform one page, and the "RT main page" saying "Don't
already have an account with us? Submit a new ticket here" linked to it...

Use the automated password template, so that it gives them a password
so they can login using email and password in the future.  This means that
only first time users will have to use the webform, and gain all of the
advantage of the rest of RT (such as looking up status, etc) as
unprivledged users.

> From then on, all correspondence with the remote person is via email.  
> They never access RT directly.

This misses the advantage of having the web interface handy too.
The initial email can always make clear that either email or web can be
used.


-- 
## Seth Cohn, General Manager of Eugene Free Community Network gm at efn.org
## Businesses planned for service are apt to succeed;  Phone 541-484-9637
## Businesses planned for profit are apt to fail. - N. Butler