Customer and contacts relationship in RT

RT Users
1

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?

Thank you for your reply.

Met vriendelijke groet / Best regards,

Hans Vos

System Administrator

E h.vos@drecomm.nl

T 050-577 5822

drecomm

Vestiging Groningen

Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten
9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl
http://www.drecomm.nl

2

Hans,

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?

RT has no built-in support for customers per se, but you can still use RT
groups to emulate it. Create one group per customer and assign contacts to
the respective groups. To make permission management easier later on, you
can also create one master group called Customers and make all other
customer groups its members (permissions are inherited).

A group can become ticket Cc, so you can assign customer contacts to each
ticket in an easy way. You can even automate this through Scrips (e.g. when
a known user creates a ticket, set the group it belongs to as ticket Cc). If
you also set a customer’s name in a custom field of each ticket, you should
also be able to do searches by customer (I don’t think it’s possible to
search in Cc by group name).

Best regards,
Maciek

3

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