Difference between a CC and a Requestor

RT Users
1

Hi folks

I am struggling to understand the difference between a CC and a Requestor?
When adding extra people to a ticket, it’s not clear whether they should be
added as one or the other.

Any clarification would be much appreciated. (I have looked for
documentation on this but have not found much).

Richard

Richard Brady
T: +44 (0)7771 623 348
E: rnbrady@gmail.com

2

Richard;

Its very similar to the To and CC in emails, Requestors are the To list
and CC are the CC.
In addition , you can manipulate when/who gets correspondence via
scrips, you may want to only notify Requestors and therefore you limit
your requestors list to those you wish to get the notifications.

Roy

Richard Brady wrote:

3

Richard Brady writes:

Hi folks

I am struggling to understand the difference between a CC and a Requestor? When
adding extra people to a ticket, it’s not clear whether they should be added as
one or the other.

Any clarification would be much appreciated. (I have looked for documentation
on this but have not found much).

The rule of thumb used with the RT instance I use: A Requestor is
someone who can provide more detail on the problem or question being
asked in the ticket. Cc is anyone else who has hands-on interest in
when or how the ticket is resolved. (AdminCc are those who have
monitoring or other indirect interests in the ticket.)

Michael Poole

4

Richard Brady wrote:

I am struggling to understand the difference between a CC and a
Requestor? When adding extra people to a ticket, it’s not clear whether
they should be added as one or the other.

Any clarification would be much appreciated. (I have looked for
documentation on this but have not found much).

Requester can see his tickets via SelfService page.

Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

Meet us at ITEXPO West 2009
September 2-3, Booth 427
Los Angeles Convention Center

5

Thanks you all for those answers.2009/6/24 Agnislav Onufrijchuk Agnislav.Onufrijchuk@portaone.com

Richard Brady wrote:

I am struggling to understand the difference between a CC and a Requestor?
When adding extra people to a ticket, it’s not clear whether they should be
added as one or the other.

Any clarification would be much appreciated. (I have looked for
documentation on this but have not found much).

Requester can see his tickets via SelfService page.

–
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

Meet us at ITEXPO West 2009
September 2-3, Booth 427
Los Angeles Convention Center

6

The role of watchers (CC, Requestor, AdminCc and Owner) can be
customised to meet specific requirements. Using scrips and templates
different emails can be sent to different watchers and different rights
can be assigned for modifying tickets. And, with custom scrips,
different actions can be taken. The default roles have been outlined in
the other replies to this question.

As an example for our Customer Support tickets we assign the watcher
roles as this:
Requestor: Customer with issue. Receives automated and customer
specific emails
Owner: Person responsible for contacting customer. Only owners can Reply
(send emails to Requestors) to tickets and have full rights to ticket
modifications
AdminCc: Staff member required to add input to ticket issue. They
receive automated email notifying them them their input is required. Can
comment on tickets.

regards
Gordon

Richard Brady wrote: