[rt-users] Customer Management with RT?

[Kenneth Crocker]

Aaron,


	I'm not sure I understand your question. By csr I guess you mean the 
customer/user. That person initiates the ticket either thru E_mail or 
the web. A Superuser can change anything, but superuser rights are not 
required for this. ModifyTickets would suffice. YOu haven't describes 
the privileges you have set up.


Kenn
LBNL

aaron at thunderbirdbroadband.net wrote:
> Kenn,
> 
> SO would my csr need to log in as the customer and initiate the ticket or is
> there a way to change the requestor from the UI as a superuser?
> 
> Thanks,
> 
> Aaron
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> Crocker
> Sent: Wednesday, August 22, 2007 9:16 AM
> To: aaron at thunderbirdbroadband.net
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Customer Management with RT?
> 
> Aaron,
> 
> 
> 	Why not just let the customer/user be the requestor and remove any 
> notification privileges and/or modify any notification scrips to not 
> send to the requestor accordingly? That way, they know nothing unless 
> you send them direct E_mail and you have a requestoer that can be used 
> for any kind of query. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> aaron at thunderbirdbroadband.net wrote:
>> Hello,
>>
>> I run an ISP and would like to use RT to manage customer information as 
>> well as track their support issues.
>>
>>  
>>
>> I added custom fields to Users so as to be able to include IP addresses 
>> and other standard customer info.
>>
>>  
>>
>> I plan to create a non privileged user for each customer.
>>
>>  
>>
>> Is there a way to attach a ticket to a user without making them an 
>> owner? More importantly, is there a way to attach a ticket to a user and 
>> not have them get an email regarding it?
>>
>>  
>>
>> I would like to be able to track incidents, updates and notes as tickets 
>> associated with a user (Customer) without spamming them every time we do 
>> some internal updates.
>>
>>  
>>
>> I also need to be able to search by a user/customer and view their
> tickets.
>>  
>>
>> Is there a good way to do this?
>>
>>  
>>
>> Thanks for any help.
>>
>>  
>>
>> -Aaron
>>
>>  
>>
>>
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>> 8/20/2007 5:44 PM
>>
>>
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>>
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> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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