[rt-users] Customer Management with RT?

Thu Aug 23 01:41:29 EDT 2007

More info:

This works out of the box:

Create the ticket
Assign an owner
Add John Doe as Requestor (no email is sent by default)
Comment (no email by Default)
Resolve (no email by Default)

Only Reply will send an email to John Doe.

Works great.

Thanks for helping me understand some of the basics.

-Aaron

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
aaron at thunderbirdbroadband.net
Sent: Wednesday, August 22, 2007 7:07 PM
To: 'Kenneth Crocker'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Customer Management with RT?

Kenn,

This would work out perfectly. I have created a Group called "Customers". It
is a non privileged group. My customer service rep can create a ticket and
add the customer "John Doe" as a requestor.

I can then search for tickets where requestor name is "John Doe" to see all
the previous incidents and tickets associated with that customer.

Now the question is, how to keep them from receiving an email. I can have it
so that no requestors get email under any circumstances, that would be fine.

I looked in the rights and saw nothing regarding notification rights. I am
also not sure which default scrips to delete/modify. I assume only the ones
that refer to requestors. It would be ideal if I could modify the scrips so
that :

It only send an email if the requestor does not belong to the group
"Customers", or if the requestor is "Privileged"

Any advice on how to do so?

Thanks for the help,

Aaron
------------------------

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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> 
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> 
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