Multiple Requestors?

I am trying to work out a usable proceedure for dealing with new
accounts created by email requests. At the present time a user sends
an email for the first time to rt@example.com and RT autogenerates a
password and account with the users email address.

When processing the Ticket we realize that this new account belongs to
usernameatCompany1 and would like to combine the two.

We would like to simply add another requestor to the ticket with the
existing account so the user could access the ticket regardless of
which account he/she logs in as. (Home email to SelfService, Work
Account to the RT at a Glance web interface). RT allows us to add
other requestors and it displays as a comma delimited list But…

Our problem is that when we do this, only the email account that
created the ticket is recognized in searches for queries asking for
tickets that “I am the requestor” . It will only recognize the one
requestor name even though we have both accounts listed as requestors
on the ticket.

Is there a way around this? We would like to add the established
account to the ticket so it can be accessed from both logins. If we
delete the home email address and replace it with the business
account, it will be recreated the next time the user sends an email
from home or away. Add to this the problem with the user trying to log
on with the supplied email username and password which has been
deleted, changed.

How is this being handled at other sites?

Stephen,
This sound similar to my problem.
Here is what I have done so far.
All my usernames are the same as their email.
By doing this, when you add the additional email address as an additional
Requestor on the Watchers screen, either user will be able to see and update
this ticket…

This works for me.
However, I have an additional problem I am trying to solve related to this.
I have a group of 5 users who need to share a Requestor account.
They all have the “Let this user access RT” access control.
I tried adding their individual e-mail address in the Email field of the New
User screen.
When one of the five creates the ticket. All five get the announcement of
the ticket creation. But none of the 5 get any additional updates.
What I found was that the header of the ticket shows the user e-mail
addresses as the Requestor, not the shared account name. The People link
(Watchers screen) shows the same. When I change the Watchers screen to
delete the individual e-mail addresses as requestors and add the Shared name
as the Requestor, the system now e-mails updates to all users correctly. It
also still shows the individual e-mail addresses on the header but the
Watcher stays the shared name.

Also, there is a character limit on the Email field, so I can only enter the
first 4 emails.

Steven----- Original Message -----
From: “Stephen Hancock” sh.hancock@gmail.com
To: “Rt-Users” rt-users@lists.bestpractical.com
Sent: Tuesday, March 15, 2005 7:41 AM
Subject: [rt-users] Multiple Requestors?

I am trying to work out a usable proceedure for dealing with new
accounts created by email requests. At the present time a user sends
an email for the first time to rt@example.com and RT autogenerates a
password and account with the users email address.

When processing the Ticket we realize that this new account belongs to
usernameatCompany1 and would like to combine the two.

We would like to simply add another requestor to the ticket with the
existing account so the user could access the ticket regardless of
which account he/she logs in as. (Home email to SelfService, Work
Account to the RT at a Glance web interface). RT allows us to add
other requestors and it displays as a comma delimited list But…

Our problem is that when we do this, only the email account that
created the ticket is recognized in searches for queries asking for
tickets that “I am the requestor” . It will only recognize the one
requestor name even though we have both accounts listed as requestors
on the ticket.

Is there a way around this? We would like to add the established
account to the ticket so it can be accessed from both logins. If we
delete the home email address and replace it with the business
account, it will be recreated the next time the user sends an email
from home or away. Add to this the problem with the user trying to log
on with the supplied email username and password which has been
deleted, changed.

How is this being handled at other sites?


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