Roy, Here's the reply from Todd:
-------------------------------------- your clients are the requestor of the ticket? if so just give the Requestor role ShowTicket. if every employee of a particular client needs to see each ticket you may have to create a scrip to add the client's group as Cc and give ShowTicket to the Cc role. -------------------------------------- Very similar to your solution. - Braam > Hi Braam; > > Its always interesting to read Todd's suggestions cause he is > always spot on; but could n't find them in the thread , ist > possible to forward them to the list please. > With regard to dealing with customers, our implementation > here is exactly as you suggested, we group our customer > contacts , if any of the contacts open a ticket (via > web/mail), a scrip action add the rest of the customer group > contacts as requestors; and a set a cf to the customer > name(organisation), then all customer contacts can login to > the self service interface and view/update the tickets. > This have served us well for the past few years, the only > issue we get every now and then, is when we add a new > customer contact that need visibility of old ticket, for this > I have a perl script that crawl tickets looking for tickets > with cf for the customer and add the new contact as requester. > I am not an admirer of queue per customer, my philosophy is > that queues should represent the internal departments. > > Regards; > Roy _______________________________________________ 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