[rt-users] Need some help with suppliers

[Kenneth Crocker]

Bart,

Do all your suppliers have RT? If not, then who in your organization deals
with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is
owned by the person dealing with that particular supplier would work.

Just a thought.

Kenn
LBNL

On Tue, Jun 14, 2011 at 5:04 AM, Bart <bart at pleh.info> wrote:

> Hi,
>
> I need some help understanding the flow of tickets in RT, specifically how
> to work with suppliers.
>
> In our test setup one questing came forth about sending a ticket to a
> supplier and how to go about it.
> Lets say we have a customer sending us an incident ticket. The incident
> ends up being the problem of our supplier so we need to have the ticket
> depend on a suppliers actions.
>
> Our current setup is pretty much default with two queue's for internal
> departments:
>
>    - Queues:
>       - Servicedesk: All new e-mails go to this queue.
>       - Tech support: Thirdline support for the servicedesk.
>       - CF's:
>       - A few under users for easy selection of organizations.
>       - And a few for the tickets for selecting to what categorie a ticket
>       belongs to.
>       - In addition I've installed the SLA plugin with two test SLA's.
>
> In our old system we would do these things by assigning a ticket to a
> supplier, does that mean that I would need to create a queue for each
> supplier that we work with for this to work?
>
> I'm guessing "yes", hoping "no", for some suppliers having a queue is ok
> but for allot of other ones it's not ok. We work for the government, some
> direct suppliers are easy to write down as a queue but sometimes a townhall
> needs to fix something which would mean that we have to add roughly 450
> queue's (one for each townhall).
>
> Anyway, if someone could help me understand how to work with suppliers then
> I'd be extremely gratefull.
>
>
> Best regards,
>
> Bart
>
>
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