Hello,
I’m quite new to customizing RT even if I use it for a while now, as
a technical support ticketing system.
I’d like to get some common advices to help me find how to do what I’d like.
Here’s the situation : there are 3 people opening ticket when they
received some phone calls. In the ticket there is a custom filed
corresponding to a unique customer number.
What I’d like to do would be to give web access to a customer toi our
ticketing system, so that with a unique login/password, he would be
able to see (only see, and maybe comment) all ticket that have been
opened for him (and not opened by him as customers don’t open ticket,
only hotliners open ticket for them).
Is there an easy way to do this with out-of-the-box version of RT, or
do I need to develop some web pages with clever PHP/SQL requests??
Couldn’t I create a user for the customer, make this user CCd (for
example) of a ticket opened for him, and then the customer, when
he’d log on RT’s start page could search/see all ticket opened for him?
Thanks in advance for any advice!
Hello,
I’m quite new to customizing RT even if I use it for a while now, as
a technical support ticketing system.
I’d like to get some common advices to help me find how to do what I’d like.
Here’s the situation : there are 3 people opening ticket when they
received some phone calls. In the ticket there is a custom filed
corresponding to a unique customer number.
What I’d like to do would be to give web access to a customer toi our
ticketing system, so that with a unique login/password, he would be
able to see (only see, and maybe comment) all ticket that have been
opened for him (and not opened by him as customers don’t open ticket,
only hotliners open ticket for them).
Is there an easy way to do this with out-of-the-box version of RT, or
do I need to develop some web pages with clever PHP/SQL requests??
Couldn’t I create a user for the customer, make this user CCd (for
example) of a ticket opened for him, and then the customer, when
he’d log on RT’s start page could search/see all ticket opened for him?
Thanks in advance for any advice!
Maybe I don’t understand what you’re asking for, but it seems this is
precisely what the RT Self Service interface does. Just have your
‘hotliners’ set the requester to the customer’s email address when they
open the ticket. Then the customer can log in to RT’s Self Service
interface and see their ticket(s).
My god, yes it seems :-/
I’m going to have a look, sorry if it was indeef what I’m looking for !!>On Wed, 2006-04-12 at 16:21 +0200, Stephane Robert - PacWan wrote:
Hello,
I’m quite new to customizing RT even if I use it for a while now, as
a technical support ticketing system.
I’d like to get some common advices to help me find how to do
what I’d like.
Here’s the situation : there are 3 people opening ticket when they
received some phone calls. In the ticket there is a custom filed
corresponding to a unique customer number.
What I’d like to do would be to give web access to a customer toi our
ticketing system, so that with a unique login/password, he would be
able to see (only see, and maybe comment) all ticket that have been
opened for him (and not opened by him as customers don’t open ticket,
only hotliners open ticket for them).
Is there an easy way to do this with out-of-the-box version of RT, or
do I need to develop some web pages with clever PHP/SQL requests??
Couldn’t I create a user for the customer, make this user CCd (for
example) of a ticket opened for him, and then the customer, when
he’d log on RT’s start page could search/see all ticket opened for him?
Thanks in advance for any advice!Maybe I don’t understand what you’re asking for, but it seems this is
precisely what the RT Self Service interface does. Just have your
‘hotliners’ set the requester to the customer’s email address when they
open the ticket. Then the customer can log in to RT’s Self Service
interface and see their ticket(s).
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.comWe’re hiring! Come hack Perl for Best Practical:
Careers — Best Practical Solutions!DSPAM:14,443d1b2b141057810311426!
Since they will need passwords to use SelfService, you may also want to
look at
http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword
Stephane Robert - PacWan wrote:
My god, yes it seems :-/
I’m going to have a look, sorry if it was indeef what I’m looking for !!
Hello,
I’m quite new to customizing RT even if I use it for a while now, as
a technical support ticketing system.
I’d like to get some common advices to help me find how to do what
I’d like.
Here’s the situation : there are 3 people opening ticket when they
received some phone calls. In the ticket there is a custom filed
corresponding to a unique customer number.
What I’d like to do would be to give web access to a customer toi our
ticketing system, so that with a unique login/password, he would be
able to see (only see, and maybe comment) all ticket that have been
opened for him (and not opened by him as customers don’t open ticket,
only hotliners open ticket for them).
Is there an easy way to do this with out-of-the-box version of RT, or
do I need to develop some web pages with clever PHP/SQL requests??
Couldn’t I create a user for the customer, make this user CCd (for
example) of a ticket opened for him, and then the customer, when
he’d log on RT’s start page could search/see all ticket opened for
him?
Thanks in advance for any advice!Maybe I don’t understand what you’re asking for, but it seems this is
precisely what the RT Self Service interface does. Just have your
‘hotliners’ set the requester to the customer’s email address when they
open the ticket. Then the customer can log in to RT’s Self Service
interface and see their ticket(s).
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.comWe’re hiring! Come hack Perl for Best Practical:
Careers — Best Practical Solutions!DSPAM:14,443d1b2b141057810311426!
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.comWe’re hiring! Come hack Perl for Best Practical:
Careers — Best Practical Solutions
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati