Unfortunately, no. Queues are set up for the fix agent rather than the
customer.
On 10/03/2014 12:25 PM, Beachey, Kendric wrote:
Could you use a separate queue for each client company?
Then have a group for each client company, and each group has the rights needed
to work with tickets only on their queue. Each person at the client company
who wants to hear about new issues can be made a queue watcher.
And Sam is a member of all the groups. (Maybe also a member of another group
that has elevated rights if needed.)
It works pretty well at my installation, with different departments within the
same company.
--
Kendric Beachey
-----Original Message-----
From: rt-users [mailto:[email protected]] On Behalf Of
Scott Undercofler
Sent: Friday, October 03, 2014 11:15 AM
To: [email protected]
Subject: [rt-users] Using groups
Hi all:
I have a pretty basic RT installation for a customer-facing ticketing
system and I ran across something I can't find a solution for.
The customer is normally one person who does all the ticketing. But in some cases there were
five or more people. Most of them were "notification only" meaning they never actually
open tickets, they just want to be notified about them. To accomplish this, I set up a series of
groups called "TEAM_CustomerCode" and added all the ticket requestors to that group. That
way when Joe at CompanyX opens a ticket, he, his teammates and his boss all get emails.
The problem I ran into with this is that several customers have hired the same
consultant, Sam. Because of this, Sam is a member of three groups for three different
customers. And when Sam opens a ticket that was for Company One, everyone in all three
customers get emails because I use the groups a person belongs to to build the
notification list. There isnt any other way I can see to do it because we dumbed down the
ticket creation process with a non-RT form with a series of dropdowns. I can't just add
in another dropdown with "What company is this for" because many of my
customers would have trouble figuring that out and would just call in, which kills my
cost savings.
Obviously this isn't workable. I had requested Sam to get three different
email addresses and deal with it that way but he is either unwilling or unable.
Suggestions?
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