Be carefull to grant modifyticket to a external. They can do too much with the ticket.
What about the idea to define some keywords with the customer and pars the mails from the customer for this and set the prio by a script?
I think i saw something like this at the wiki.
Torsten
Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael KühneFrom: rt-users-bounces@lists.bestpractical.com rt-users-bounces@lists.bestpractical.com
To: Armaghan Saqib mavsol.rt1@gmail.com
CC: rt Users RT-Users@lists.bestpractical.com
Sent: Thu Apr 03 19:29:46 2008
Subject: Re: [rt-users] How can customer (requester) set the priority oftickets.
Armaghan,
The only way I know of to allow a "requestor" to see what is on their
ticket is to grant “SeeQueue” and “ShowTicket” globally to the role
“Requestor”. As to modifying a ticket. Well, We usually don’t let anyone
do that to a ticket except the owner, but if you wanted to do that, then
also grant “ModifyTicket” globally to the role “Requestor” as well. The
only drawback to the last right is that granting the “ModifyTicket”
right means the requestor can modify a BUNCH of other fields. We got
around that by creating a Custom Field named “Need-By Date” to all
tickets, set the format to only allow mm/dd/yyyy and then granted the
“ModifyCustomField” and “SeeCustomField” rights to the user-defined
groups that contain a sub-set of customers that are allowed to be
requestors for a particular queue (we have over 75 support-specific
queues). Hope this helps.
Kenn
LBNL