[rt-users] Need some help with suppliers

[Bart]

Hi,

Our suppliers use different systems and the people dealing with them is our
supportdesk. So basically any ticket from our supportdesk "could" rely on an
action from our suppliers.

Creating a "depends on" ticket and giving the supplier a user which becomes
owner of that ticket could do it, or we could at least make them requestor
for that ticket in order to mail them. I think requestor is the best case
for us, the main function we need is the ability to mail towards someone
else other then the requestor in the "To" field. (I'll explain below)

Something I haven't mentioned, the usual fllow with our supplier is that
incidents are called in. So we write down that we've called them + I can
make a CF or something like that specifying that it's now with that
supplier.
But changes are things that we e-mail towards our suppliers (sometimes
incidents too), and that specific action isn't possible by default. You can
only mail a requestor + CC a few people (or make a comment and CC that
towards someone). In that context the CC option is a problem for us since
suppliers expect them to be mailed directly (CC usually means, read but
don't do anything).

We could talk to them about it but I want to avoid it and use mail the way
it should be used ;)

Best regards,

Bart



2011/6/14 Kenneth Crocker <kfcrocker at lbl.gov>

> 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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