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.
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.
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.
Christopher G. Kolar
Coordinator of Information Technology Integration
Illinois Mathematics and Science Academy
firstname.lastname@example.org – www.imsa.edu/~ckolar – PGP Public Key ID: 0xC6492C72
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