Hi all, I've recently started using RT. I chose it because it was written in Perl (as is the rest of my system) and had a lot of integration and extension hooks.
I have it setup to automatically create users if they send email to the appropriate address. My eventual goals are: 1. Allow my customers to manage their tickets from the web. 2. Be able to send my customers a monthly ticket summary. 3. Completely integrate RT with my normal Ops. So, here are my questions: 1. I would like to (somehow) keep my customer database in sync with the RT user database. However, my db only has the customer information; each customer might have multiple users as identified by email address. I don't want to do a lot of double data entry, but I don't mind coding. 2. When I stall a ticket, I'd like to be able to set the due date at that time. Right now, I do that as a separate step. Can this be changed? 3. If a customer opens a ticket but requests several things, what is the best way to track the progress of those tasks individually? I see that I should be able to create associated tickets, but I don't see/understand how those get related and updated. I would love some comments on how others manage this. Thanks for your time and I look forward to your comments. -- Mike Diehl Diehlnet Communications, LLC. Voice: (505) 903-5700 Fax: (505) 903-5701