[rt-users] Using groups
scottu at huenix.com
Fri Oct 3 12:15:22 EDT 2014
I have a pretty basic RT installation for a customer-facing
ticketing system and I ran across something I can't find a solution for.
The customer is normally one person who does all the ticketing. But
in some cases there were five or more people. Most of them were
"notification only" meaning they never actually open tickets, they just
want to be notified about them. To accomplish this, I set up a series of
groups called "TEAM_CustomerCode" and added all the ticket requestors to
that group. That way when Joe at CompanyX opens a ticket, he, his
teammates and his boss all get emails.
The problem I ran into with this is that several customers have
hired the same consultant, Sam. Because of this, Sam is a member of
three groups for three different customers. And when Sam opens a ticket
that was for Company One, everyone in all three customers get emails
because I use the groups a person belongs to to build the notification
list. There isnt any other way I can see to do it because we dumbed down
the ticket creation process with a non-RT form with a series of
dropdowns. I can't just add in another dropdown with "What company is
this for" because many of my customers would have trouble figuring that
out and would just call in, which kills my cost savings.
Obviously this isn't workable. I had requested Sam to get three
different email addresses and deal with it that way but he is either
unwilling or unable.
More information about the rt-users