O’Reilly Media book: RT Essentials (RT AKA “Request Tracker”)

johayek

12 years ago

Roles:

http://requesttracker.wikia.com/wiki/Requestor (also spelt Requester in the context of this software) : The “Requester” of a Ticket is the person (or persons) that are waiting for the resolution of the issue. Not receiving Comments.
http://requesttracker.wikia.com/wiki/CC : is like the Requestor in that they receive Correspondence but not Comments; might be a person outside the company.
http://requesttracker.wikia.com/wiki/AdminCC : could be used for a manager, receives both Comment and Correspondence.
http://requesttracker.wikia.com/wiki/Watcher : superset term for Requestors, Ccs and AdminCcs.
http://requesttracker.wikia.com/wiki/Owner : responsible for making sure the issue addressed in the ticket is resolved

Correspondence vs. Comments:

you can (if you may …) Reply to a ticket
you can (if you may …) Comment on a ticket – see above, which roles do not get notified!

…

A ticket gets requested (by the Requestor (surprise, surprise!!)),
somebody takes it or steals it or gets it assigned to, so he is the Owner from then on. He can still “unown” the ticket by assigning it to “Nobody“.