Re: [rt-users] Requestor or Owner
Hi John, The Owner is usually the person who is taking responsibility for the ticket. Gene At 10:54 AM 4/17/2008, John BORIS wrote: This may be a simple question but is the Requestor (person who submits the ticket) the same as the owner? I usually enter tickets when Users contact me or I am starting a project and want to track it in RT. But now I want the user who contacted me to be the person who would have emailed the request into RT or even filled out a form for the request. So do I make that person the owner of the ticket or a watcher? -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Requestor or Owner
It's really up to you how you want to handle how people are associated to a ticket. With that said, typically the person 'opening' the ticket or making the request is the requestor. The owner of the ticket is the person that is working the ticket or that the ticket is assigned to. You can very easily modify the requestor (or populate the field when the ticket is created) field by changing the email address to who should be the requestor, ie, the person who should have opened the ticket in the first place. James Moseley John BORIS [EMAIL PROTECTED] rgTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Requestor or Owner 04/17/2008 12:54 PM This may be a simple question but is the Requestor (person who submits the ticket) the same as the owner? I usually enter tickets when Users contact me or I am starting a project and want to track it in RT. But now I want the user who contacted me to be the person who would have emailed the request into RT or even filled out a form for the request. So do I make that person the owner of the ticket or a watcher? John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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] Requestor or Owner
Watchers - people around ticket, who is in any way interested in the ticket. Requestor - people who is interested in the ticket to be resolved. Owner - one and only one person at a time who works hard to resolve the ticket. Cc, AdminCc - people as well interested in the ticket, but these group are flexible and can be used in many ways, depends on workflow. On Thu, Apr 17, 2008 at 10:00 PM, [EMAIL PROTECTED] wrote: It's really up to you how you want to handle how people are associated to a ticket. With that said, typically the person 'opening' the ticket or making the request is the requestor. The owner of the ticket is the person that is working the ticket or that the ticket is assigned to. You can very easily modify the requestor (or populate the field when the ticket is created) field by changing the email address to who should be the requestor, ie, the person who should have opened the ticket in the first place. James Moseley John BORIS [EMAIL PROTECTED] rgTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Requestor or Owner 04/17/2008 12:54 PM This may be a simple question but is the Requestor (person who submits the ticket) the same as the owner? I usually enter tickets when Users contact me or I am starting a project and want to track it in RT. But now I want the user who contacted me to be the person who would have emailed the request into RT or even filled out a form for the request. So do I make that person the owner of the ticket or a watcher? John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 -- Best regards, Ruslan. ___ 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] Requestor or Owner
Thanks. After I sent the email I started looking around and saw where I can add the person's to the ticket as the requestor. I couldn't find this as a field to enter when I first looked at the ticket. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! Ruslan Zakirov [EMAIL PROTECTED] 4/17/2008 2:21 PM Watchers - people around ticket, who is in any way interested in the ticket. Requestor - people who is interested in the ticket to be resolved. Owner - one and only one person at a time who works hard to resolve the ticket. Cc, AdminCc - people as well interested in the ticket, but these group are flexible and can be used in many ways, depends on workflow. On Thu, Apr 17, 2008 at 10:00 PM, [EMAIL PROTECTED] wrote: It's really up to you how you want to handle how people are associated to a ticket. With that said, typically the person 'opening' the ticket or making the request is the requestor. The owner of the ticket is the person that is working the ticket or that the ticket is assigned to. You can very easily modify the requestor (or populate the field when the ticket is created) field by changing the email address to who should be the requestor, ie, the person who should have opened the ticket in the first place. James Moseley John BORIS [EMAIL PROTECTED] rg To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Requestor or Owner 04/17/2008 12:54 PM This may be a simple question but is the Requestor (person who submits the ticket) the same as the owner? I usually enter tickets when Users contact me or I am starting a project and want to track it in RT. But now I want the user who contacted me to be the person who would have emailed the request into RT or even filled out a form for the request. So do I make that person the owner of the ticket or a watcher? John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 -- Best regards, Ruslan. ___ 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] Requestor or Owner
The owner would typically be the person in charge of rectifying the issue within the ticket. The requestor is the originator of the issue. You can add or change roles using the People link in the ticket display. Ryan Moxley IT Department EnvisionWare, Inc. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John BORIS Sent: Thursday, April 17, 2008 1:55 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Requestor or Owner This may be a simple question but is the Requestor (person who submits the ticket) the same as the owner? I usually enter tickets when Users contact me or I am starting a project and want to track it in RT. But now I want the user who contacted me to be the person who would have emailed the request into RT or even filled out a form for the request. So do I make that person the owner of the ticket or a watcher? John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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
