[rt-users] Ideas on best way to do this?

[Greg Evans]

Hey Mike,

We don't really use the requestors field because the tickets don't get viewed or looked at by anyone but myself and my boss. We don't want the replies to go out to the customer, so we don't put their name in it or anything so everything is set up so that the only 'requestor' is our support account.  Maybe it would be better for me to just turn off the function of emailing on reply (I think that is it) and put the customers email address in the requestors field and then do as you suggest?

Greg Evans

-----Original Message-----
From: Mike Peachey [mailto:mike.peachey at jennic.com] 
Sent: Tuesday, February 05, 2008 9:12 AM
To: Greg Evans
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ideas on best way to do this?

Greg Evans wrote:
> Here is what I would like to do, but I am not sure if the approach I am taking is one that makes sense or if I should be going about it a different way, so I thought I would ask ☺

> The idea is that when we create a ticket for a given user, each additional ticket will refer to the original ticket. So I am thinking that Child Tickets would be the best way to do this. Am I correct, or am I barking up the wrong tree?

It certainly doesn't seem to make sense, why use the requestor's first 
ticket as a reference point instead of the requestor account itself?

e.g. on any given ticket, one of the searches at the top of the display 
is "This Requestor's other tickets...", and any ticket list or search 
can be given the restriction "Requestor LIKE X"..

Perhaps if you explained why you were looking at doing it this way - an 
idea as to what you are trying to accomplish..
-- 
Kind Regards,

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Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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