Re: [rt-users] RT as customer facing ticketing system.
* On 10/08/06 20:38 -0700, Sudhir Damle wrote: | Hi All, | | We need to install customer facing ticketing system so that customers can | create / check status / comment on the ticket using web interface. Once | ticket is created our admins will work to resolve it. | | Checking if anybody has implemented RT in above fashion. | | Thanks for any inputs, suggestions, thoughts, | Hello Sudhir, Next time, please don't hijack a threat. Start your own. Now that you know, please see the following Wiki entry: http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword PS: There are other considerations you have to make when using this, regarding permissions to Create Ticket, View Tickets... but those are basic RT stuff that you must know. -Wash http://www.netmeister.org/news/learn2quote.html DISCLAIMER: See http://www.wananchi.com/bms/terms.php -- +==+ |\ _,,,---,,_ | Odhiambo Washington[EMAIL PROTECTED] Zzz /,`.-'`'-. ;-;;,_ | Wananchi Online Ltd. www.wananchi.com |,4- ) )-,_. ,\ ( `'-'| Tel: +254 20 313985-9 +254 20 313922 '---''(_/--' `-'\_) | GSM: +254 722 743223 +254 733 744121 +==+ Experience is what causes a person to make new mistakes instead of old ones. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT as customer facing ticketing system.
David, Thanks for detail reply. I am concerned about two things at this point: Difficulty in customizing home screen, for example customers do not need to see 'my Tickets' when they login, since tickets will always be owned by admins. Customizing through /preferences/RT at a glance does it for that user, how to do it for a group and maybe different settings for individual group? Hiding other queue and username, even if users are set to see only their queue, group, they do see other user names and queue names in dropdown list. By the way I am using version 3.5.4 for trying these things. Sudhir Damle -Original Message- From: David Smithson [mailto:[EMAIL PROTECTED] Sent: Thursday, August 10, 2006 9:04 PM To: Sudhir Damle; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT as customer facing ticketing system. Hi. We're currently implementing RT in this way for our customers. In our model, each customer has their own queue, so that we can manage permissions in such a way that will allow AdminCC customers to do a minimal amount of queue management without having the ability to see other queues. Each customer( company ) has designated AdminCC personnel who can see all tickets in their queue. The rest of the end users at the customer company can create tickets in the queue and track progress on their tickets via the web interface. So far, I have not come up with a perfect group rights model for the customer AdminCCs. The end user part works fine, because they seem to use the SelfService module. We haven't released this to our customers yet, but plan to have all the bugs worked out for a release end of this month. At that point, I should be able to send you a list of group rights that work for this model. We are an IT services and consulting group, and so far, I see no reason why RT won't work for us and our model which tends to be strong on the customer visibility side. We are migrating from an old proprietary system, born in the dot com era. At this point, we've imported about 10,000 tickets, 13,000 transactions ( as attachments of type Comment ), 700 users, and a few hundred customers. We expect that our rate of ticket creation and number of tickets per month will increase due to the existence of RT alone. I'm babbling now. Time to put the keyboard away. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sudhir Damle Sent: Thursday, August 10, 2006 8:38 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT as customer facing ticketing system. Hi All, We need to install customer facing ticketing system so that customers can create / check status / comment on the ticket using web interface. Once ticket is created our admins will work to resolve it. Checking if anybody has implemented RT in above fashion. Thanks for any inputs, suggestions, thoughts, Sudhir Damle ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT as customer facing ticketing system.
If your users are unprivileged (uncheck Let this user be granted rights on the user page) they will log into the Self Service interface and this is a non-issue. Sudhir Damle wrote: David, Thanks for detail reply. I am concerned about two things at this point: Difficulty in customizing home screen, for example customers do not need to see 'my Tickets' when they login, since tickets will always be owned by admins. Customizing through /preferences/RT at a glance does it for that user, how to do it for a group and maybe different settings for individual group? Hiding other queue and username, even if users are set to see only their queue, group, they do see other user names and queue names in dropdown list. By the way I am using version 3.5.4 for trying these things. Sudhir Damle -Original Message- From: David Smithson [mailto:[EMAIL PROTECTED] Sent: Thursday, August 10, 2006 9:04 PM To: Sudhir Damle; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT as customer facing ticketing system. Hi. We're currently implementing RT in this way for our customers. In our model, each customer has their own queue, so that we can manage permissions in such a way that will allow AdminCC customers to do a minimal amount of queue management without having the ability to see other queues. Each customer( company ) has designated AdminCC personnel who can see all tickets in their queue. The rest of the end users at the customer company can create tickets in the queue and track progress on their tickets via the web interface. So far, I have not come up with a perfect group rights model for the customer AdminCCs. The end user part works fine, because they seem to use the SelfService module. We haven't released this to our customers yet, but plan to have all the bugs worked out for a release end of this month. At that point, I should be able to send you a list of group rights that work for this model. We are an IT services and consulting group, and so far, I see no reason why RT won't work for us and our model which tends to be strong on the customer visibility side. We are migrating from an old proprietary system, born in the dot com era. At this point, we've imported about 10,000 tickets, 13,000 transactions ( as attachments of type Comment ), 700 users, and a few hundred customers. We expect that our rate of ticket creation and number of tickets per month will increase due to the existence of RT alone. I'm babbling now. Time to put the keyboard away. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sudhir Damle Sent: Thursday, August 10, 2006 8:38 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT as customer facing ticketing system. Hi All, We need to install customer facing ticketing system so that customers can create / check status / comment on the ticket using web interface. Once ticket is created our admins will work to resolve it. Checking if anybody has implemented RT in above fashion. Thanks for any inputs, suggestions, thoughts, Sudhir Damle ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT as customer facing ticketing system.
Hi. We're currently implementing RT in this way for our customers. In our model, each customer has their own queue, so that we can manage permissions in such a way that will allow AdminCC customers to do a minimal amount of queue management without having the ability to see other queues. Each customer( company ) has designated AdminCC personnel who can see all tickets in their queue. The rest of the end users at the customer company can create tickets in the queue and track progress on their tickets via the web interface. So far, I have not come up with a perfect group rights model for the customer AdminCCs. The end user part works fine, because they seem to use the SelfService module. We haven't released this to our customers yet, but plan to have all the bugs worked out for a release end of this month. At that point, I should be able to send you a list of group rights that work for this model. We are an IT services and consulting group, and so far, I see no reason why RT won't work for us and our model which tends to be strong on the customer visibility side. We are migrating from an old proprietary system, born in the dot com era. At this point, we've imported about 10,000 tickets, 13,000 transactions ( as attachments of type Comment ), 700 users, and a few hundred customers. We expect that our rate of ticket creation and number of tickets per month will increase due to the existence of RT alone. I'm babbling now. Time to put the keyboard away. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sudhir Damle Sent: Thursday, August 10, 2006 8:38 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT as customer facing ticketing system. Hi All, We need to install customer facing ticketing system so that customers can create / check status / comment on the ticket using web interface. Once ticket is created our admins will work to resolve it. Checking if anybody has implemented RT in above fashion. Thanks for any inputs, suggestions, thoughts, Sudhir Damle ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
