Fabian, The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor.
Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information. If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get. Hope that helps, Regards; Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Fabian Unfried > Sent: 30 June 2011 16:34 > To: rt-users@lists.bestpractical.com > Subject: [rt-users] Show tickets depending on creator and not owner > > Hi guys, > > just started with rt 4.0.1 and it is really great, but one question: > > Is there a way to show the tickets for the customers (unprivileged users) > not only when they are assigned to it but also because they are the > creator of a ticket? So to say I would like that a creator of a ticket can > always see his/her ticket not only when he/she is assigned to his/her > ticket. > > Thanks in advance. > > Regards, > Fabian > > > - CONFIDENTIAL- > > This email and any files transmitted with it are confidential, and may > also be legally privileged. If you are not the intended recipient, you > may not review, use, copy, or distribute this message. If you receive this > email in error, please notify the sender immediately by reply email and > then delete this email. > > -------- > 2011 Training: http://bestpractical.com/services/training.html -------- 2011 Training: http://bestpractical.com/services/training.html
