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

[Drew Barnes]

If your users are unprivileged (uncheck Let this user be granted rights 
on the user page) they will log into the Self Service interface and this 
is a non-issue.


Sudhir Damle wrote:
> 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
> ________________________________
>
> CLICK HERE FOR ONLINE SUPPORT
>
> -----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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-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati