Greg,
Actually, that could be done a couple ways. Which way is best would be
determined on what you want to do with the account info. All four
members of the family could be members of Group “Family”. This group has
the rights to create, own, modify, delete, etc. tickets in the queue
“Family”. You can create tickets as well in the same queue and specify
who you want the owner to be, OR let it sit and let them take the ticket
as they see fit. All ticket info is available via query/spreadsheet and
you can sort by owner. If you create tickets via self-service, you send
them to the alias for that queue OR you could send them to any of the
owners’ email addresses and those addresses would point to the same alias.
If you want separate queues, then another way would be to have the same
group (with the same rights for each of the 4 queues) but also create a
Custom Field that is applied to the 4 queues and that CF allows you to
select one of any number of accounts and you could run a query that
pulls the same ticket info, including the CF, and separate based on the
CF value.
Either will work, but how well will depend on what you want to do with
the info by account. Hope I helped.
Kenn
LBNLOn 3/26/2008 2:36 PM, Greg Evans wrote:
Good mid-morning (my time),
I am looking for a possible solution to what I see as a possible issue that
may arrive in our use of RT.
A good Example would be a family
Person email address Account
Dad dad@ourdomain.com dad
Mom mom@ourdomain.com dad
Kid1 kid1@ourdomain.com dad
Kid2 kid2@ourdomain.com dad
That way when any one of them call and I enter any of those email addresses
as the requestor it would be associated with the account ‘dad’
Is this possible? I haven’t seen anything so far that makes it possible in
searching the wiki or google that would apply to my situation. I found
something that is LDAP based that might work, but we use NIS here at present
and we are not integrating that with RT. We will wait until the new LDAP
system is ready to do that.
Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212
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