[rt-users] RT State of the Onion?

[Roy El-Hames]

Jesse;
Why do you need RT to own the customer database , I think its not such a 
good idea ..  your support/ticketing system should be different from 
your provisioning system which is different from your billing etc , the 
ticketing system is not the place to hold your customer contacts 
particularly as you mentioned some of those contacts will have nothing 
to do with tickets .. As long as the systems talk/query each other that 
is all that count.
All you need in your RT is your unique customer id, this is what I have 
in here and it works (sort of) :
- customer contacts in Customer db , those that need ticket access are 
tagged and auto created in RT  (also auto updated)
- contacts of customers are grouped, if each of them created a ticket a 
cf customer reference is populated with the customer id
- currently customer details (products or services etc are populated 
into a ticket wiki cf by grabbing the customer reference cf value and 
soap call to provisioning db (this have the problem of not being updated 
on old tickets and when I have time I want  to look into using the (Link 
values to ) so it talks real time to a provisioning web service.

Hope the above was of any use.
Regards;
Roy

Jesse Vincent wrote:
>> Thank you, Kelly.  Everyone else's reactions to "customer file" were
>> beginning to make me think *I* was nutsabago.
>>
>>     
>
> Nope. It's a perfectly reasonable feature request. We've specced it out
> for customers several times.  To do it "reasonably" as part of RT
> requires that RT own your customer database, which it generally sounds
> like the folks who've been looking for this on the list aren't willing
> to have happen.
>
> We'd probably model it as RT groups, so that you could usefully model
> who's part of which customer.  The big "hard" bits are probably setting
> RT up to not mail everyone from a customer on every issue ;)
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