[rt-users] Requestor or Owner

[John BORIS]

Thanks.
After I sent the email I started looking around and saw where I can add
the person's to the ticket as the requestor. I couldn't find this as a
field to enter when I first looked at the ticket.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Ruslan Zakirov" <ruz at bestpractical.com> 4/17/2008 2:21 PM >>>
Watchers - people around ticket, who is in any way interested in the
ticket.
Requestor - people who is interested in the ticket to be resolved.
Owner - one and only one person at a time who works hard to resolve the
ticket.
Cc, AdminCc - people as well interested in the ticket, but these group
are flexible and can be used in many ways, depends on workflow.

On Thu, Apr 17, 2008 at 10:00 PM,  <jmoseley at corp.xanadoo.com> wrote:
> It's really up to you how you want to handle how people are
associated to a
>  ticket.  With that said, typically the person 'opening' the ticket
or
>  making the request is the requestor.
>
>  The owner of the ticket is the person that is working the ticket or
that
>  the ticket is assigned to.  You can very easily modify the requestor
(or
>  populate the field when the ticket is created) field by changing the
email
>  address to who should be the requestor, ie, the person who should
have
>  opened the ticket in the first place.
>
>
>  James Moseley
>
>
>
>
>
>              "John  BORIS"
>              <jboris at adphila.o 
>              rg>                                                     
  To
>              Sent by:                 
<rt-users at lists.bestpractical.com>
>              rt-users-bounces@                                       
  cc
>              lists.bestpractic
>              al.com                                               
Subject
>                                        [rt-users] Requestor or Owner
>
>              04/17/2008 12:54
>              PM
>
>
>
>
>
>
>
>
>
>  This may be a simple question but is the Requestor (person who
submits
>  the ticket) the same as the owner?  I usually enter tickets when
Users
>  contact me or I am starting a project and want to track it in RT.
But
>  now I want the user who contacted me to be the person who would
have
>  emailed the request into RT or even filled out a form for the
request.
>  So do I make that person the owner of the ticket or a watcher?
>
>  John J. Boris, Sr.
>  JEN-A-SyS Administrator
>  Archdiocese of Philadelphia
>  "Remember! That light at the end of the tunnel
>  Just might be the headlight of an oncoming train!"
>  _______________________________________________
>  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 
>
>
>  _______________________________________________
>  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 
>



-- 
Best regards, Ruslan.