Time worked

RT Users
1

Hi all, RT is a great product. I have only few questions.

Is it possible to use “time worked” cell to track time spent on
request by technician? I tested it and user (customer) can change
“time worked”. In worst way, they cen write negative value to this
cell.

Is it possible to implement RT in business, where customers, cant see
information about other clients - each other (included login name,
etc) ? In my opinion Self Service interface is not useful. It doesnt
list information about “new” ticket and about other ticket from same
queue (same customer organization).

Thanks for your help

Jan

Reklama:
Nejenom anglicko-cesky slovnik: http://slovnik.seznam.cz

2

Hi Jan,

Hi all, RT is a great product. I have only few questions.

Is it possible to use “time worked” cell to track time spent on
request by technician? I tested it and user (customer) can change
“time worked”. In worst way, they cen write negative value to this
cell.
If a customer has the right to create a ticket, but not to modify, he is
not able to change things later. Only the owner should be able to do
this. We normally describe the ACLs on a group level with customer
groups and internal user groups (= possible owners).

Is it possible to implement RT in business, where customers, cant see
information about other clients - each other (included login name,
etc) ? In my opinion Self Service interface is not useful. It doesnt
list information about “new” ticket and about other ticket from same
queue (same customer organization).

Try the GroupService from the contrib sources. There you have the
possibility to group external users, so that they can see all tickets of
their group, but not that of other customers or internal ones.

With regards,
Harald
Dr. Harald Kolléra
Professional Services
fun communications GmbH
Brauerstrasse 6 76135 Karlsruhe Germany
Tel: +49 721 964480 Fax: +49 721 96448-299
email: harald.kollera@fun.de http://www.fun.de/