Hello all,

I am a university faculty member currently teaching 7 courses, dealing with 
issues for about 1000 students per year, and managing a squad of about 30 TAs.  
I would _desperately_ love to use a ticketing system to manage the various 
requests that students (and TAs) make over the course of the year.  Having 
looked at the online documentation for RT, I think that it can handle this use 
case.  What I was hoping was to get some confirmation and suggestions from the 
list.  If you can help, here goes...

- We currently have an Apache web server configured to handle authentication 
against a central system using HTTPS and Basic auth (and we don't want to have 
to switch to (e.g.) OpenAuth)
- We are looking for as much automation as possible (specifically we don't want 
to have to create user accounts manually)
- Our users include students, TAs, and Course Instructors
- We would like students to be able to submit tickets against various items 
(e.g. midterm grades, assignment descriptions, etc.)
   - For items involving grades or other confidential information, only the 
originating student, TAs, and Course Instructors should be able to see the 
ticket
   - For items involving "public" information (e.g. clarification on an 
assignment point) all users should be able to see the ticket
- The Course Instructors would like to be able to assign responsibility for 
dealing with a ticket to one or more TAs
- As tickets are being dealt with, we would like to be able to attach a stream 
of comments, attachments, etc.
   - Comments "between" the TAs and Course Instructors as issues are resolved 
(e.g. discussions of why a grade was awarded) should be hidden from Students or 
the Requestor
   - "Public" comments (e.g. the resolution of their grade appeal request) 
should be visible to Students
- It would also be nice to be able to "tag" tickets to indicate the type of 
request being made (e.g. for an assignment there could be re-evalutation, 
suggestion, clarification, etc., requests)

This all feels possible in RT, and I'm hoping that it's also relatively 
straightforward.  The automatic registration of all users (with default status 
of Student) is the part that I'm most uncertain about, with the access control 
elements coming in second.

Thanks for your thoughts, suggestions, pointers, etc.  If it works, I'll 
happily spread the word among my colleagues... given these resource-constrained 
times, something like this would be welcomed with open arms!

Jason Foster
----------
Senior Lecturer in Engineering Design Education
Division of Engineering Science
Bahen Centre 2026
University of Toronto
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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

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