This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner? I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request.
So do I make that person the owner of the ticket or a watcher?
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
Hi John,
The Owner is usually the person who is taking responsibility for the ticket.
Gene
At 10:54 AM 4/17/2008, John BORIS wrote:
This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner? I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request.
So do I make that person the owner of the ticket or a watcher?
Gene LeDuc, GSEC
Security Analyst
San Diego State University
It’s really up to you how you want to handle how people are associated to a
ticket. With that said, typically the person ‘opening’ the ticket or
making the request is the requestor.
The owner of the ticket is the person that is working the ticket or that
the ticket is assigned to. You can very easily modify the requestor (or
populate the field when the ticket is created) field by changing the email
address to who should be the requestor, ie, the person who should have
opened the ticket in the first place.
James Moseley
"John BORIS"
<jboris@adphila.o
rg> To
Sent by: <rt-users@lists.bestpractical.com>
rt-users-bounces@ cc
lists.bestpractic
al.com Subject
[rt-users] Requestor or Owner
04/17/2008 12:54
PM
This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner? I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request.
So do I make that person the owner of the ticket or a watcher?
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Watchers - people around ticket, who is in any way interested in the ticket.
Requestor - people who is interested in the ticket to be resolved.
Owner - one and only one person at a time who works hard to resolve the ticket.
Cc, AdminCc - people as well interested in the ticket, but these group
are flexible and can be used in many ways, depends on workflow.On Thu, Apr 17, 2008 at 10:00 PM, jmoseley@corp.xanadoo.com wrote:
It’s really up to you how you want to handle how people are associated to a
ticket. With that said, typically the person ‘opening’ the ticket or
making the request is the requestor.
The owner of the ticket is the person that is working the ticket or that
the ticket is assigned to. You can very easily modify the requestor (or
populate the field when the ticket is created) field by changing the email
address to who should be the requestor, ie, the person who should have
opened the ticket in the first place.
James Moseley
"John BORIS"
<jboris@adphila.o
rg> To
Sent by: <rt-users@lists.bestpractical.com>
rt-users-bounces@ cc
lists.bestpractic
al.com Subject
[rt-users] Requestor or Owner
04/17/2008 12:54
PM
This may be a simple question but is the Requestor (person who submits
the ticket) the same as the owner? I usually enter tickets when Users
contact me or I am starting a project and want to track it in RT. But
now I want the user who contacted me to be the person who would have
emailed the request into RT or even filled out a form for the request.
So do I make that person the owner of the ticket or a watcher?
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.
Thanks.
After I sent the email I started looking around and saw where I can add
the person’s to the ticket as the requestor. I couldn’t find this as a
field to enter when I first looked at the ticket.
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”
“Ruslan Zakirov” ruz@bestpractical.com 4/17/2008 2:21 PM >>>
Watchers - people around ticket, who is in any way interested in the
ticket.
Requestor - people who is interested in the ticket to be resolved.
Owner - one and only one person at a time who works hard to resolve the
ticket.
Cc, AdminCc - people as well interested in the ticket, but these group
are flexible and can be used in many ways, depends on workflow.
It’s really up to you how you want to handle how people are
associated to a
ticket. With that said, typically the person ‘opening’ the ticket
or
making the request is the requestor.
The owner of the ticket is the person that is working the ticket or
that
the ticket is assigned to. You can very easily modify the requestor
(or
populate the field when the ticket is created) field by changing the
email
address to who should be the requestor, ie, the person who should
have
opened the ticket in the first place.
James Moseley
"John BORIS"
<jboris@adphila.o
rg>
To
Sent by:
rt-users@lists.bestpractical.com
rt-users-bounces@
cc
lists.bestpractic
al.com
Subject
[rt-users] Requestor or Owner
04/17/2008 12:54
PM
This may be a simple question but is the Requestor (person who
submits
the ticket) the same as the owner? I usually enter tickets when
Users
contact me or I am starting a project and want to track it in RT.
But
now I want the user who contacted me to be the person who would
have
emailed the request into RT or even filled out a form for the
request.
So do I make that person the owner of the ticket or a watcher?
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
“Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!”
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com
Best regards, Ruslan.
The owner would typically be the person in charge of rectifying the issue
within the ticket. The requestor is the originator of the issue. You can
add or change roles using the “People” link in the ticket display.
Ryan Moxley
IT Department
EnvisionWare, Inc.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of John BORIS
Sent: Thursday, April 17, 2008 1:55 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Requestor or Owner
This may be a simple question but is the Requestor (person who submits the
ticket) the same as the owner? I usually enter tickets when Users contact
me or I am starting a project and want to track it in RT. But now I want the
user who contacted me to be the person who would have emailed the request
into RT or even filled out a form for the request.
So do I make that person the owner of the ticket or a watcher?
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
“Remember! That light at the end of the tunnel Just might be the headlight
of an oncoming train!”
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com