Hi Roy, > Fabian, > > The Creator of a ticket is in most cases the requestor unless they decided to > change that by entering a different email address in the requestor field when > a ticket is first created. I think the scenario you describing below will > most likely be the creator == requestor.
Yes, that's the way I'm using rt (have a look at my mail from 10:55 today :) ) > Customers should not be owners of a ticket (in all ticketing processes that I > am aware of anyway), ownership should be assigned to those that can fix > issue/supply information. Yes, I agree, but e. g. a customer didn't told you everything you would like to know to solve an issue, you would need more information from that customer (so a customer is someone who can supply information), so in my opinion I would re-assign it to the customer/requestor, or is there another way in rt? And btw, if I don't assign a ticket to the requestor he can't see the ticket in the WebUI and that's why I'm writing to the list, so the question is, if you never assign a ticket to a customer/requestor, how will they ever know when an issue/ticket is solved? > If your customers are unprivileged users, then by default the web ui will > present them with the Selfservice portal which by default list all their > tickets that they have requested. Try to login as one of those unprivileged > users to see the different interface you get. Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them? > Hope that helps, > > Regards; > Roy > Regards, Fabian > >> > Visit our website today www.daisygroupplc.com > > Registered Office: Daisy House, Lindred Road Business Park, Nelson, > Lancashire BB9 5SR > Company Registration Number: 4145329 | VAT Number: 722471355 > Daisy Communications Limited is a company registered in England and Wales. > DISCLAIMER > > This email (including any attachments) is strictly confidential and may also > be legally privileged. If the recipient has received this email in error > please notify the sender and do not read, print, re-transmit, store or act in > reliance on the email or its attachments and immediately delete this email > and its attachments from the recipient's system. 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So to say I would like that a creator of a ticket can >> always see his/her ticket not only when he/she is assigned to his/her >> ticket. >> >> Thanks in advance. >> >> Regards, >> Fabian >> >> >> - CONFIDENTIAL- >> >> This email and any files transmitted with it are confidential, and may >> also be legally privileged. If you are not the intended recipient, you >> may not review, use, copy, or distribute this message. If you receive this >> email in error, please notify the sender immediately by reply email and >> then delete this email. >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html > -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 [email protected] www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806
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