[rt-users] How can customer (requester) set the priority oftickets.

Ham MI-ID, Torsten Brumm torsten.brumm at Kuehne-Nagel.com
Thu Apr 3 13:44:25 EDT 2008

Be carefull to grant modifyticket to a external. They can do too much with the ticket.

What about the idea to define some keywords with the customer and pars the mails from the customer for this and set the prio by a script?

I think i saw something like this at the wiki.


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Armaghan Saqib <mavsol.rt1 at gmail.com>
CC: rt Users <RT-Users at lists.bestpractical.com>
Sent: Thu Apr 03 19:29:46 2008
Subject: Re: [rt-users] How can customer (requester) set the priority oftickets.


	The only way I know of to allow a "requestor" to see what is on their 
ticket is to grant "SeeQueue" and "ShowTicket" globally to the role 
"Requestor". As to modifying a ticket. Well, We usually don't let anyone 
do that to a ticket except the owner, but if you wanted to do that, then 
also grant "ModifyTicket" globally to the role "Requestor" as well. The 
only drawback to the last right is that granting the "ModifyTicket" 
right means the requestor can modify a BUNCH of other fields. We got 
around that by creating a Custom Field named "Need-By Date" to all 
tickets, set the format to only allow mm/dd/yyyy and then granted the 
"ModifyCustomField" and "SeeCustomField" rights to the user-defined 
groups that contain a sub-set of customers that are allowed to be 
requestors for a particular queue (we have over 75 support-specific 
queues). Hope this helps.


On 4/3/2008 1:47 AM, Armaghan Saqib wrote:
> We allow our customers to keep sending their requirements as new 
> tickets. Some times we need to prioritize the work of a specific 
> customer and ask customer to let us know his/her priorities.
> Is it possible that the customer who is requester can login to the self 
> service interface and update the relative priority of his tickets?
> Is there some other way this can be accomplished.
> Thanks and regards
> Armaghan


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

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20080403/b45fd8a5/attachment.htm>

More information about the rt-users mailing list