[rt-users] Whats the best way to involve external personswithout loosing control over the ticket

[Stephen Turner]

> -----Original Message-----
> Taan, 
> 
> I'm looking for a way not to change the ticket owner; in case 
> of external support, 
> I don't want to change the ticket owner to the external 
> person; that's what I mean with 
> "not loosing control". 
> 
> * Shall we open a new ticket, make the external person the 
> ticket owner an link this new ticket as child to the original 
> * somewhere on the wiki there was a patch "split ticket" 
> (before the wiki got spammed again); any experience ? 
> * any other thought's 
> 
> Thanks 
> Wolfgang 
> 
> >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

Hello Wolfgang,

I think what Taan suggested is actually a good answer - add the "external"
person to the ticket as an AdminCc. You'll need to make sure that the
AdminCc role has update rights to tickets through the queue's Group Rights
screen (or if it's right for you, through Global Group Rights).

Steve

----------------------------------------
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)