How do I add another customer in an RT ticket?

Departmental administrative assistants may enter a ticket for a part time faculty who are only on campus at certain days and times of the week. The primary requester on the ticket should be assigned to the faculty member but sometimes the departmental administrative assistants will also like to receive the updates on the ticket.

Option One: Adding another customer when creating the ticket

1. Click Create Ticket link from the left navigation column.
2. Assign the customer for this ticket:
   1. • Enter customer's campus ID
      • Enter customer's email address (must be @umbc.edu)
      • Enter customer's name (first name, last name)
   2. Click Go.
   3. Click on the name of the customer from the results.
3. Verify the customer's information, especially their phone number and office location.
4. Click Create ticket for this customer.
5. Select the queue to assign the ticket.
6. Enter the email address of the second customer.
   This entry is not automatically verified. Please make sure the email address is accurate.
7. Enter the subject that best summarizes the request.
8. Enter the description of the issue being reported. Include all pertinent information depending on who will be handling the ticket. For example, if you are asking about a specific journal article from the Library it's good to include titles and sources.
9. Click the Create button.

Option Two: Adding another customer on a ticket previously created

1. Log into RT http://rt.umbc.edu
2. Click on Home > RT at a glance link on the top of the page.
3. Click on the queue you want to work on in the Quick Search section.
4. Click on the ticket number OR the subject of the ticket. RT will display the full ticket.
5. Click the link labeled People.
6. Click the drop down labeled Type: on the section labeled Add new watchers: and select Cc.
7. Enter the second customer's email address.
   This entry is not automatically verified. Please make sure the email address is accurate.
8. Click the Save Changes button.