[rt-users] Questions about User accounts.

[Kenneth Crocker]

Greg,


	Actually, that could be done a couple ways. Which way is best would be 
determined on what you want to do with the account info. All four 
members of the family could be members of Group "Family". This group has 
the rights to create, own, modify, delete, etc. tickets in the queue 
"Family". You can create tickets as well in the same queue and specify 
who you want the owner to be, OR let it sit and let them take the ticket 
as they see fit. All ticket info is available via query/spreadsheet and 
you can sort by owner. If you create tickets via self-service, you send 
them to the alias for that queue OR you could send them to any of the 
owners' email addresses and those addresses would point to the same alias.
	If you want separate queues, then another way would be to have the same 
group (with the same rights for each of the 4 queues) but also create a 
Custom Field that is applied to the 4 queues and that CF allows you to 
select one of any number of accounts and you could run a query that 
pulls the same ticket info, including the CF, and separate based on the 
CF value.
	Either will work, but how well will depend on what you want to do  with 
the info by account. Hope I helped.


Kenn
LBNL

On 3/26/2008 2:36 PM, Greg Evans wrote:
> Good mid-morning (my time),
> 
> I am looking for a possible solution to what I see as a possible issue that
> may arrive in our use of RT.
> 
> A good Example would be a family
> 
> Person	email address		Account
> Dad 		dad at ourdomain.com		dad
> Mom		mom at ourdomain.com		dad
> Kid1		kid1 at ourdomain.com	dad
> Kid2		kid2 at ourdomain.com	dad
> 
> That way when any one of them call and I enter any of those email addresses
> as the requestor it would be associated with the account 'dad'
> 
> Is this possible? I haven't seen anything so far that makes it possible in
> searching the wiki or google that would apply to my situation. I found
> something that is LDAP based that might work, but we use NIS here at present
> and we are not integrating that with RT. We will wait until the new LDAP
> system is ready to do that.
> 
> 
> Greg Evans
> Hood Canal Communications
> (360) 898-2481 ext.212 
> 
> 
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