Hans, > for the ticket history of a company with multiple requestors? Is there maybe a plugin or > extension which enables adding companies to RT and linking requestors to them?
RT has no built-in support for customers per se, but you can still use RT groups to emulate it. Create one group per customer and assign contacts to the respective groups. To make permission management easier later on, you can also create one master group called Customers and make all other customer groups its members (permissions are inherited). A group can become ticket Cc, so you can assign customer contacts to each ticket in an easy way. You can even automate this through Scrips (e.g. when a known user creates a ticket, set the group it belongs to as ticket Cc). If you also set a customer's name in a custom field of each ticket, you should also be able to do searches by customer (I don't think it's possible to search in Cc by group name). Best regards, Maciek -------- Final RT training for 2012 in Atlanta, GA - October 23 & 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
