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

[taan]

Hi Wolfgang,

If you need to manually filter all input from contractors before sending
it to requestors then having the contractors send you emails which you
cut-and-paste or forward to the appropriate ticket is about as simple as
you can make it.

You could also pass all contractor mail through rt-mailgate, making sure
it was sent as a "Comment". This would then never be sent to the
Requestors (with a default RT setup). You could then decide which comments
should be sent to the Requestors and manually create an email for them.

I guess it depends on the percentage of contractor emails you deem
acceptable to send directly to Requestors.

regards
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