Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a "Child/DependsOn" ticket that is owned by the person dealing with that particular supplier would work.
Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart <[email protected]> wrote: > Hi, > > I need some help understanding the flow of tickets in RT, specifically how > to work with suppliers. > > In our test setup one questing came forth about sending a ticket to a > supplier and how to go about it. > Lets say we have a customer sending us an incident ticket. The incident > ends up being the problem of our supplier so we need to have the ticket > depend on a suppliers actions. > > Our current setup is pretty much default with two queue's for internal > departments: > > - Queues: > - Servicedesk: All new e-mails go to this queue. > - Tech support: Thirdline support for the servicedesk. > - CF's: > - A few under users for easy selection of organizations. > - And a few for the tickets for selecting to what categorie a ticket > belongs to. > - In addition I've installed the SLA plugin with two test SLA's. > > In our old system we would do these things by assigning a ticket to a > supplier, does that mean that I would need to create a queue for each > supplier that we work with for this to work? > > I'm guessing "yes", hoping "no", for some suppliers having a queue is ok > but for allot of other ones it's not ok. We work for the government, some > direct suppliers are easy to write down as a queue but sometimes a townhall > needs to fix something which would mean that we have to add roughly 450 > queue's (one for each townhall). > > Anyway, if someone could help me understand how to work with suppliers then > I'd be extremely gratefull. > > > Best regards, > > Bart > >
