[rt-users] Whats the best way to involve external persons without loosing control over the ticket

[taan]

For product support we set the ticket owner as the person who actually 
responds to the request (ie communicates with the customer), and include 
people who are required to add information to a ticket in order to 
resolve it as AdminCCs.

Taan

Wolfgang.Fuertbauer at ebewe.com wrote:
> 
> Hi everybody,
> 
> I'd like to ask for a "best practice":
> 
> My help helpdesk shall alway have control over the ticket eg be the owner;
> on the other hand, they may need to involve additional persons (sub 
> contracters, ...)
> What's the best way to bring them in the game ?
> 
> Any suggestion welcome
> Wolfgang