[rt-users] Customer Centric RT?

[Kelly F. Hickel]

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Mikko Lipasti
<snip>
> ----- "Justin Brodley" <jbrodley at sumtotalsystems.com> 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.
> 
> So, in essense, what you've got is:
> 
> Requestor: your employee working at the customer interface
> Owner: your employee actually doing the work
> CF-Customer: the name of the customer
> 
> What you'd really need is the ability to add a custom "role" to your
> tickets, so that you'd have:
> 
> Requestor: the name of the customer (since he's the true originator of
> the request, right?)
> Account Manager (you pick): your employee working at the customer
> interface
> Owner: your employee actually doing the work
> 
> Am I on to something here?
> 
> It seems to me that customizing roles could be a useful feature for RT
> in general, not just your case. Have the standard "Requestor, Cc,
> AdminCc" in as default, but let people add new and perhaps even rename
> the old.
> 
> Now, it seems to me that from a technical (database) point of view,
> new roles could be added without modifying the schema. However, I
> don't know what this would imply to the rest of the system. Something
> for RT4 perhaps?
> 
> - Mikko

I was just thinking that one possible solution is to add a new CF type
(or at least validation type), call it "User".  Then you'd be able to
add various "People" based CFs however you like, and presumably be able
to search on them....

-Kelly