[rt-users] Customer Centric RT?

[Jay R. Ashworth]

On Tue, May 22, 2007 at 08:26:56AM -0700, Justin Brodley wrote:
> No, our main point is we need to be able to have Customers in the
> system and requestors as internal employees who are requesting on
> "behalf" of the customer. I'm really just trying to find out if anyone
> has done work like this already, or if this is something we'll need
> to build from scratch. Were currently solving the problem with Custom
> Fields but were concerned about the qty of CF values, and we also have
> some additional needs for escalation scripts that require additional
> data be stored with each custom field.

You need the same thing from RT that I've always needed (being in the
contract computer consulting business), and to the best of my
knowledge, the closest you can currently get to that is by using Asset
Tracker and defining each client (and site) as an asset.  I still don't
think that gets you everything you'd want in that environment.

Check the list archive; this came up in the "what do you want in 4.0"
thread a couple months ago...

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
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