[rt-users] Customer and contacts relationship in RT

[Robert Wysocki]

Dnia 2012-09-11, wto o godzinie 14:43 +0200, Hans Vos | Drecomm pisze:
> Hello,
> 
> We are currently trying out RT and OTRS to see what both have to offer
> and what will fit our needs best. With OTRS you have the ability to
> link tickets to companies (customers) and for each company you can add
> one or more contacts. This way you can easily see the entire ticket
> (conversation history) of a customer. I have not been able to find a
> similar feature in RT. It seems RT simply has requestors and you can
> search for them by e-mail address. How would you go about searching
> for the ticket history of a company with multiple requestors? Is there
> maybe a plugin or extension which enables adding companies to RT and
> linking requestors to them?

Hans,

We're using CustomFields for that; we have one for Customer Name and
another for Project Name.

You can also use one group per one customer and assign requestors to it
like Maciek said. Another way, which we also use is creating one queue
per one customer.

Regards,
-- 
Robert Wysocki
administrator systemów linuksowych
Contium S.A., http://www.contium.pl