[rt-users] RT as customer facing ticketing system.

[Sudhir Damle]

David, Thanks for detail reply. 

I am concerned about two things at this point: 

Difficulty in customizing home screen, for example customers do not need to
see 'my Tickets' when they login, since tickets will always be owned by
admins. Customizing through /preferences/RT at a glance does it for that
user, how to do it for a group and maybe different settings for individual
group?
 
Hiding other queue and username, even if users are set to see only their
queue, group, they do see other user names and queue names in dropdown list.


By the way I am using version 3.5.4 for trying these things. 



Sudhir Damle


-----Original Message-----
From: David Smithson [mailto:dsmithson at activsupport.com] 
Sent: Thursday, August 10, 2006 9:04 PM
To: Sudhir Damle; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT as customer facing ticketing system. 

Hi.  We're currently implementing RT in this way for our customers.  In
our model, each customer has their own queue, so that we can manage
permissions in such a way that will allow AdminCC customers to do a
minimal amount of queue management without having the ability to see
other queues.  Each customer( company ) has designated AdminCC personnel
who can see all tickets in their queue.  The rest of the end users at
the customer company can create tickets in the queue and track progress
on their tickets via the web interface.  So far, I have not come up with
a perfect group rights model for the customer AdminCCs.  The end user
part works fine, because they seem to use the SelfService module.  We
haven't released this to our customers yet, but plan to have all the
bugs worked out for a release end of this month.  At that point, I
should be able to send you a list of group rights that work for this
model.

We are an IT services and consulting group, and so far, I see no reason
why RT won't work for us and our model which tends to be strong on the
customer visibility side.

We are migrating from an old proprietary system, born in the dot com
era.  At this point, we've imported about 10,000 tickets, 13,000
transactions ( as attachments of type Comment ), 700 users, and a few
hundred customers.  We expect that our rate of ticket creation and
number of tickets per month will increase due to the existence of RT
alone.  I'm babbling now.  Time to put the keyboard away.

David Smithson
________________________________

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-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sudhir
Damle
Sent: Thursday, August 10, 2006 8:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT as customer facing ticketing system. 

Hi All, 

We need to install customer facing ticketing system so that customers
can
create / check status / comment on the ticket using web interface. Once
ticket is created our admins will work to resolve it. 

Checking if anybody has implemented RT in above fashion. 

Thanks for any inputs, suggestions, thoughts, 

Sudhir Damle


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