Hi All, I am a relative newb who has just deployed RT in pilot to replace our aging, inadequate and hated support tool. A little bit of background - my employer, among other things, provides support for a wide range of software and hardware products to several hundred customers. Most of these customers have 1 or 2 employees who act as the first-line support prior to bringing the issue to us. Some of the larger customers may have a dozen or more people who are authorized to contact us for support. Generally regardless of how large the organization is there is a desire for a customer to be able view all of the tickets created by anyone at that customer. I have thought about creating a queue for each customer and then creating rules for moving tickets to the proper queue - but that seems messy. (Proliferation of queues doesn't sound like a good thing based on my reading thus far) I think perhaps a better solution, at least conceptually, is creating a 'customer manager' group and magically granting permission for that user to be able to see any ticket created by someone with a matching 'Organization' in their user info. This sounds easier long term, but requires more effort up front I think. Anyway - I seek to leverage the wisdom of the group as I imagine that I am not the first person to have had a need to deal with this situation. Thoughts? David Nalley _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
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