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
