Steve,
i agree; it is a good answer
but all correspondence from the "external" gets "unfiltered" to the client;
And that is what I don't want
Any further suggestions ?
Wolfgang
"Stephen Turner" <[EMAIL PROTECTED]> schrieb am 13.10.2006 16:34:56:
>
> > -----Original Message-----
> > Taan,
> >
> > I'm looking for a way not to change the ticket owner; in case
> > of external support,
> > I don't want to change the ticket owner to the external
> > person; that's what I mean with
> > "not loosing control".
> >
> > * Shall we open a new ticket, make the external person the
> > ticket owner an link this new ticket as child to the original
> > * somewhere on the wiki there was a patch "split ticket"
> > (before the wiki got spammed again); any experience ?
> > * any other thought's
> >
> > Thanks
> > Wolfgang
> >
> > >For product support we set the ticket owner as the person
> > who actually
> > >responds to the request (ie communicates with the customer),
> > and include
> > >people who are required to add information to a ticket in order to
> > >resolve it as AdminCCs.
> > >
> > >Taan
>
> Hello Wolfgang,
>
> I think what Taan suggested is actually a good answer - add the "external"
> person to the ticket as an AdminCc. You'll need to make sure that the
> AdminCc role has update rights to tickets through the queue's Group Rights
> screen (or if it's right for you, through Global Group Rights).
>
> Steve
>
> ----------------------------------------
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
>
>
----------------------------------------------------------------------
Wolfgang Fuertbauer (e-Mail: [EMAIL PROTECTED])
EBEWE Pharma
Mondseestrasse 11
4866 Unterach, Austria
Tel +43 7665 8123 315 Mobile: +43 664 8397987
Fax +43 7665 8123 1487
http://www.ebewe.com
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