[rt-users] Difference between a CC and a Requestor

[gordon at cryologic.com]

The role of watchers (CC, Requestor, AdminCc and Owner) can be 
customised to meet specific requirements. Using scrips and templates 
different emails can be sent to different watchers and different rights 
can be assigned for modifying tickets. And, with custom scrips, 
different actions can be taken. The default roles have been outlined in 
the other replies to this question.

As an example for our Customer Support tickets we assign the watcher 
roles as this:
Requestor:  Customer with issue. Receives automated and customer 
specific emails
Owner: Person responsible for contacting customer. Only owners can Reply 
(send emails to Requestors) to tickets and have full rights to ticket 
modifications
AdminCc: Staff member required to add input to ticket issue. They 
receive automated email notifying them them their input is required. Can 
comment on tickets.
Cc: Staff member with interest in issue. Receives all emails generated.

regards
Gordon


Richard Brady wrote:
> Hi folks
> 
> I am struggling to understand the difference between a CC and a 
> Requestor? When adding extra people to a ticket, it's not clear whether 
> they should be added as one or the other.
> 
> Any clarification would  be much appreciated. (I have looked for 
> documentation on this but have not found much).
> 
> Richard