Aaron,
I'm not sure I understand your question. By csr I guess you mean the
customer/user. That person initiates the ticket either thru E_mail or
the web. A Superuser can change anything, but superuser rights are not
required for this. ModifyTickets would suffice. YOu haven't describes
the privileges you have set up.
Kenn
LBNL
[EMAIL PROTECTED] wrote:
Kenn,
SO would my csr need to log in as the customer and initiate the ticket or is
there a way to change the requestor from the UI as a superuser?
Thanks,
Aaron
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kenneth
Crocker
Sent: Wednesday, August 22, 2007 9:16 AM
To: [EMAIL PROTECTED]
Cc: [email protected]
Subject: Re: [rt-users] Customer Management with RT?
Aaron,
Why not just let the customer/user be the requestor and remove any
notification privileges and/or modify any notification scrips to not
send to the requestor accordingly? That way, they know nothing unless
you send them direct E_mail and you have a requestoer that can be used
for any kind of query. Hope this helps.
Kenn
LBNL
[EMAIL PROTECTED] wrote:
Hello,
I run an ISP and would like to use RT to manage customer information as
well as track their support issues.
I added custom fields to Users so as to be able to include IP addresses
and other standard customer info.
I plan to create a non privileged user for each customer.
Is there a way to attach a ticket to a user without making them an
owner? More importantly, is there a way to attach a ticket to a user and
not have them get an email regarding it?
I would like to be able to track incidents, updates and notes as tickets
associated with a user (Customer) without spamming them every time we do
some internal updates.
I also need to be able to search by a user/customer and view their
tickets.
Is there a good way to do this?
Thanks for any help.
-Aaron
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