A few Op's questions from a new user

RT Users
1

Hi all,

I’ve recently started using RT. I chose it because it was written in Perl (as
is the rest of my system) and had a lot of integration and extension hooks.

I have it setup to automatically create users if they send email to the
appropriate address.

My eventual goals are:

  1. Allow my customers to manage their tickets from the web.
  2. Be able to send my customers a monthly ticket summary.
  3. Completely integrate RT with my normal Ops.

So, here are my questions:

  1. I would like to (somehow) keep my customer database in sync with the RT
    user database. However, my db only has the customer information; each
    customer might have multiple users as identified by email address. I don’t
    want to do a lot of double data entry, but I don’t mind coding.

  2. When I stall a ticket, I’d like to be able to set the due date at that
    time. Right now, I do that as a separate step. Can this be changed?

  3. If a customer opens a ticket but requests several things, what is the best
    way to track the progress of those tasks individually? I see that I should be
    able to create associated tickets, but I don’t see/understand how those get
    related and updated. I would love some comments on how others manage this.

Thanks for your time and I look forward to your comments.

Mike Diehl
Diehlnet Communications, LLC.
Voice: (505) 903-5700
Fax: (505) 903-5701

2

Hi all,

I’ve recently started using RT. I chose it because it was written in Perl (as
is the rest of my system) and had a lot of integration and extension hooks.

  1. If a customer opens a ticket but requests several things, what is the best
    way to track the progress of those tasks individually? I see that I should be
    able to create associated tickets, but I don’t see/understand how those get
    related and updated. I would love some comments on how others manage this.
    If they enter their requests in a structured way then you could parse it
    and automatically create tickets.
    We use a modified version from the wiki which splits a request in
    components and makes depends on tickets from it.
    Ex:
    This is the body of the parent ticket which will get split into multiple
    tasks.
  • This would be the subject of task one
    And this would be the body of task one. Can span multiple lines if you wish.
  • This would be the subject of task two
    And ofcourse the body
    • This would be the subject of task two.one
      and the body.

Regards,

Joop