Re: [rt-users] A few Op's questions from a new user

[Joop]

On 18-1-2016 22:59, Mike Diehl wrote:
> Hi all,
>
> I've recently started using RT.  I chose it because it was written in Perl 
> (as 
> is the rest of my system) and had a lot of integration  and extension hooks.
>
>
> 3.  If a customer opens a ticket but requests several things, what is the 
> best 
> way to track the progress of those tasks individually?  I see that I should 
> be 
> able to create associated tickets, but I don't see/understand how those get 
> related and updated.  I would love some comments on how others manage this.
If they enter their requests in a structured way then you could parse it
and automatically create tickets.
We use a modified version from the wiki which splits a request in
components and makes depends on tickets from it.
Ex:
This is the body of the parent ticket which will get split into multiple
tasks.
- This would be the subject of task one
And this would be the body of task one. Can span multiple lines if you wish.
- This would be the subject of task two
And ofcourse the body
- - This would be the subject of task two.one
and the body.

Regards,

Joop

[rt-users] A few Op's questions from a new user

[Mike Diehl]

Hi all,

I've recently started using RT.  I chose it because it was written in Perl (as 
is the rest of my system) and had a lot of integration  and extension hooks.

I have it setup to automatically create users if they send email to the 
appropriate address.

My eventual goals are:

1.  Allow my customers to manage their tickets from the web.
2.  Be able to send my customers a monthly ticket summary.
3. Completely integrate RT with my normal Ops.

So, here are my questions:

1.  I would like to (somehow) keep my customer database in sync with the RT 
user database.  However, my db only has the customer information; each 
customer might have multiple users as identified by email address.  I don't 
want to do a lot of double data entry, but I don't mind coding.

2.  When I stall a ticket, I'd like to be able to set the due date at that 
time.  Right now, I do that as a separate step.  Can this be changed?

3.  If a customer opens a ticket but requests several things, what is the best 
way to track the progress of those tasks individually?  I see that I should be 
able to create associated tickets, but I don't see/understand how those get 
related and updated.  I would love some comments on how others manage this.

Thanks for your time and I look forward to your comments.

-- 
Mike Diehl
Diehlnet Communications, LLC.
Voice: (505) 903-5700
Fax: (505) 903-5701