[rt-users] Customer Management with RT?

[Kenneth Crocker]

Aaron,


	I would merely modify any scrip that notifies requestors and etc. to 
"notify Owner" or "Notify AdminCc" or "Notify Cc" in the action 
drop-down and save. If you need more than one of these to be notified 
then duplicate the modified scrip with a different recipient in the 
action drop-down and re-name the scrip.


Kenn
LBNL

aaron at thunderbirdbroadband.net wrote:
> 
> 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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>> 8/20/2007 5:44 PM
>>
>>
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>>
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> _______________________________________________
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> 
> Community help: http://wiki.bestpractical.com
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> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> No virus found in this incoming message.
> Checked by AVG Free Edition. 
> Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007
> 9:05 AM
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> No virus found in this outgoing message.
> Checked by AVG Free Edition. 
> Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007
> 9:05 AM
>  
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> No virus found in this incoming message.
> Checked by AVG Free Edition. 
> Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007
> 9:05 AM
>  
> 
> No virus found in this outgoing message.
> Checked by AVG Free Edition. 
> Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007
> 9:05 AM
>  
> 
>