[rt-users] Newbie Question

[Brian Lawson]

I've been looking at RT for a week.  I just got this job and am taking
over for someone who suddenly quit.  I know PERL and am getting to know
LINUX...I come from a UNIX background so that helps.

 

Here's my situation: 

Our company has a group of customer service reps and my boss would
rather have them share a login username and password as a group and then
have a mandatory custom field for their real name and their email
address.  That way they (as a group) can see all the tickets for the
group.  He wants RT to use the email address entered as the one used for
any correspondence, not the address for the username.  Also, we would
like to do field validation on the email to make sure it is a valid
email address for our mail server.

 

Is this feasible?  I need someone to point me in the right direction.  I
have "RT Essentials" ordered and on the way, but I'm not so sure that I
will learn this from it...right?

 

Thanks in advance,

Brian


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