In evaluating a few of the ticketing systems out there, they all paled in
comparison to RT. I did come across one feature though in one of them that I
though was pretty nice idea. I figured I would bounce it around. When a
ticket is generated, e-mail the requestor with a randomly generated password
and a link that they can follow and view their ticket including the status
and comments. Any thoughts?
Eric Mandel
WorldNow
(646) 435-5395 Direct
(646) 772-6161 Cell
Enabling media companies to build powerful new businesses on the Internet.
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nod
The only part of that which is currently missing from RT is a scrip to
email the new requestor their password. We have the requestor ui at /SelfService
and we even have code in User.pm to generate a random pronouncable password.On Mon, May 21, 2001 at 05:56:13PM -0400, Eric Mandel wrote:
In evaluating a few of the ticketing systems out there, they all paled in
comparison to RT. I did come across one feature though in one of them that I
though was pretty nice idea. I figured I would bounce it around. When a
ticket is generated, e-mail the requestor with a randomly generated password
and a link that they can follow and view their ticket including the status
and comments. Any thoughts?
Eric Mandel
WorldNow
(646) 435-5395 Direct
(646) 772-6161 Cell
Enabling media companies to build powerful new businesses on the Internet.
This message may contain confidential and/or privileged information.
If you are not the addressee or authorized to receive this for the
addressee, you must not use, copy, disclose or take any action based on this
message or any information herein. If you have received this message in
error, please advise the sender immediately by reply e-mail and delete this
message. Thank you for your cooperation.
Transporters are so ungodly. if god had wanted us to travel great distances
instantaneously, he would have given us an internal
materialisation/dematerialisation control.
– Shoshe Cole
Sounds good to me. I know not everyone would ne crazy about client’s seeing the comments, but it’s the sort of thing a lot of companies would sell as part of the service. And since the requestor will already have a DB user entry, it won’t increase the size any. I remember being impressed by Xircom’s support site, as I could log in and view the ticket’s history, so I could see that while they weren’t getting back to me, things were happening. Good one for the wishlist.
-Feargal.
_/_/_/ _/_/_/ _/_/_/ Feargal Reilly,
_/ _/ / / Systems Administrator, / / //// The Communications Interactive Agency. /// /// _/ _/ Phone: +353-86-8732249.
In evaluating a few of the ticketing systems out there, they all paled in
comparison to RT. I did come across one feature though in one of them that
I
though was pretty nice idea. I figured I would bounce it around. When a
ticket is generated, e-mail the requestor with a randomly generated passwo
rd
and a link that they can follow and view their ticket including the status
and comments. Any thoughts?
Eric Mandel
WorldNow
(646) 435-5395 Direct
(646) 772-6161 Cell
Enabling media companies to build powerful new businesses on the Internet.
This message may contain confidential and/or privileged information.
If you are not the addressee or authorized to receive this for the
addressee, you must not use, copy, disclose or take any action based on th
is
message or any information herein. If you have received this message in
error, please advise the sender immediately by reply e-mail and delete thi
s
message. Thank you for your cooperation.
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Actually, whether or not an end-user can see the comments depends solely
on whether you grant ‘requestor’ or ‘everyone’ the right to See Comments.
This all falls into the ‘site configurable’ bucket :)On Mon, May 21, 2001 at 10:11:48PM +0000, Feargal Reilly wrote:
Sounds good to me. I know not everyone would ne crazy about client’s seeing the comments, but it’s the sort of thing a lot of companies would sell as part of the service. And since the requestor will already have a DB user entry, it won’t increase the size any. I remember being impressed by Xircom’s support site, as I could log in and view the ticket’s history, so I could see that while they weren’t getting back to me, things were happening. Good one for the wishlist.
-Feargal.
_/_/_/ _/_/_/ _/_/_/ Feargal Reilly,
_/ _/ / / Systems Administrator, / / //// The Communications Interactive Agency. /// /// _/ _/ Phone: +353-86-8732249.
In evaluating a few of the ticketing systems out there, they all paled in
comparison to RT. I did come across one feature though in one of them that
I
though was pretty nice idea. I figured I would bounce it around. When a
ticket is generated, e-mail the requestor with a randomly generated passwo
rd
and a link that they can follow and view their ticket including the status
and comments. Any thoughts?
Eric Mandel
WorldNow
(646) 435-5395 Direct
(646) 772-6161 Cell
Enabling media companies to build powerful new businesses on the Internet.
This message may contain confidential and/or privileged information.
If you are not the addressee or authorized to receive this for the
addressee, you must not use, copy, disclose or take any action based on th
is
message or any information herein. If you have received this message in
error, please advise the sender immediately by reply e-mail and delete thi
s
message. Thank you for your cooperation.
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