Advice on making rt customer friendly?

Hi everyone. I have been using RT (1/2) for about two years now. For the
most part we have used it internally for project management, software
development, and work flow, only about 10% of the traffic has been
traditional help desk work.

That is about to change, and we are going to have to start using RT to
support lots of people who will be more like traditional “customers” as
opposed to working partners. I have two questions for the group.

  1. What is the least painful way to allow people to check on their ticket
    via the web? These will be people who are not in the system as users, but
    who will almost always have an auto-created ticket. I know that they get
    the URL in the auto-response, but how can I get them past the login
    screen? I am interested in a workable solution that does not allow
    everyone to see all of the tickets, but that would let a person get a
    reasonable idea of where this issue is on the web.

  2. Any general advice that people have would also be appreciated. There
    is a small amount of “best practices” information in the web docs, but
    pearls of wisdom would be appreciated. Our team has figured out how to use
    it quite well for our own purposes, but I am sure that there are a lot of
    considerations that we can’t really imagine once we start using it as a
    point of contact for end users.

Thanks in advance.

–chris

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Christopher G. Kolar
Coordinator of Information Technology Integration
Illinois Mathematics and Science Academy
ckolar@imsa.eduwww.imsa.edu/~ckolar – PGP Public Key ID: 0xC6492C72
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  1. What is the least painful way to allow people to check on their ticket
    via the web? These will be people who are not in the system as users, but
    who will almost always have an auto-created ticket. I know that they get
    the URL in the auto-response, but how can I get them past the login screen?
    I am interested in a workable solution that does not allow everyone to see
    all of the tickets, but that would let a person get a reasonable idea of
    where this issue is on the web.

You’re looking for the “Self-Service” interface. Any user that doesn’t have
"Let this user be granted rights" checked in their profile will default to
the self-service interface.

They will still have to go through the login screen, but you can finagle the
system to automatically set their password to “hello” or their e-mail
address or whatever when it first creates their account.
Kendric Beachey