[rt-users] Configuring RT3 for use by an MSP

[AJ]

Possible suggestion

Queue for each client external and a queue internal. 
Email address for each client aliased to the external queue
Client tech contact is a privileged user with see queue for the queues and
is admin cc on the queues and has right to modify/own/see ticket/show/etc...
Your support people have own/take/etc on the internal queue.
Owners have modify, see, etc.. 
Your admins would have see queue for each client they manage.

Ticket comes in.
Tech contact notified
Tech contact goes in and, if approved, creates a ticket in the internal
queue making his ticket dependant on the others with the original requestor
as cc.
Your people get notified that a ticket is in the internal queue.
They work it. Tech contact/client requestor is notified of the work being
done.
Your people close it.
Tech contact closes the original.
Work complete.

If tech doesn't approve, they just close the original with the explanation
and they deal with the consequences themselves.




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Lancaster
Sent: Friday, January 23, 2004 7:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Configuring RT3 for use by an MSP

I've got RT3 up and running on RH-Fedora under Apache 1.3 + mod_perl1 +
MySQL 4.0 and I'm beginning to experiment with it to see if it will suit
our needs.  I run an outsourced network administration
company--essentially an MSP with onsite service.  I need a request
tracking system with the following features:

What I am looking for is a system that will allow us to create virtual
service desk for each client we manage.  Obviously, I would like each
client to be able to see only their own tickets.  Some clients provide a
technical contact that is responsible for reviewing the help requests
made by their employees, and want prior approval before we begin work on
a ticket so as to not waste our time or their money.  The technical
contact should be able to monitor all of the tickets entered by the
client's employees, regardless of who entered them.

Each client has an administrator from my staff assigned to them, but
each administrator works on multiple clients. (These are generally small
clients.) Each client also has a technical account manager who is
responsible for making sure the tickets are being cleared by the
administrators in a timely manner.  I would like the administrators to
see all of the tickets assigned to them, regardless of the client.  I
would like the technical account managers to monitor the tickets both by
administrator and client.

I'm pretty sure RT can do what I want, but I don't really know how to
get started setting it up.  Let me start with a few basic questions:

1. What is the optimum configuration?  Fedora + MySQL 4.0 + Apache v1.3
(or 2.0?) + [mod_perl1 (or 2?) or fastcgi] Is there anything else I
would need?

2. Do I create a queue for each client?  How do I proceed from here?

3. Do I create a virtual host for each client?  And would it be better
to use different host names for each? e.g.,
support.client1.com,support.client2.com, support.client3.com?  Or would
some other configuration be better? e.g., support.mycompany.com/client1,
support.mycompany.com/client2

Any suggestions would be greatly appreciated.

Jim
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