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