[rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions]

Thu Mar 6 06:09:46 EST 2003

I never tried it for real, but I think the solution to your problem is to be
found in the "pseudogroups". You have pseudogroups for requestors, CCs,
AdminCCs and Owner. 
I you grant priviledges to the requestors in your queue, each customer will
be able to see the tickets he personnaly created, as he will be the
requestor. He will not see other tickets in the queue which belong to other
resquestors. Is this level of confidentiality what you need?

If you want some specific people at your customer to see all tickets,
you'all have to give them specific rights to the queue.

If you wan't to make the entire queue visible to anybody at your customer,
but still need to hide some other queues to them, you can play with the
"everyone" group applied individualy on each queue. This will only work if
you have one customer. As soon as you get two, you'll need to create a group
per customer.

Are you using an external user base? ie : do you rely or not on automatic
usder creation? If the customer can be identified through the email domain,
it would be rather easy to add the user to the proper group on creation. As
I am not a perl developer, I could only do it through database SQL queries,
but somebody more knowledgable than me could do better. 
Would thgis be a "on user creation" scrip condition to add?

Blaise

-----Message d'origine-----
De : Gerald Fehringer [mailto:gerald.fehringer at openadvice.de]
Envoyé : jeudi 6 mars 2003 11:38
À : RT Users
Objet : [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions]

Dear Members,

first of all, i apologies for the urgent flag, this was unmeant !
Well, i was posting this question at the devel list, because i'm
using rt 2-1-80 (since this morning) so i thought it's related
to the devel list.

my problem:
the basic view contents only: new/close/view & changing password.
this is exactly the view what we would like to have for our
customers, because they should only have rights to see their closed
or new tickets in their queue, nothing else and they should not
confused with to much extra informations !

Ticket creation/modify etc. should be only allowed for our customer care.

so if i create a unprivileged user, first of all i can't see the user
(only when i look up also for deactive user, makes not really sense)
the next logic step would be, to create a group for this specific
customer queue (each of our customers will have their own queue) and
add this unprivileged user to the group.
not possible, because the user doesn't appear on the screen.
so the only way is to give this customer queue all unprivileged user
according permissions :-(
so if i have several customers, everyone can see ALL queus !

they only way i can resolve this issue, right now, is to set for this
customer queue the user as watcher and then i define the according
permissions for this watcher.
(not really a good idea, because he should not get any emails, only
when our employees create a new ticket for him. he should only check
his stutus/history in his own customer view)

Any ideas ?

thank you,
geri

-----Ursprüngliche Nachricht-----
Von: Martin Schapendonk [mailto:martin.schapendonk at whitehorses.nl]
Gesendet: Donnerstag, 6. März 2003 11:14
An: Gerald Fehringer
Cc: RT Users
Betreff: RE: [rt-devel] [Fwd: 2-1-79 questions]

Hi,

# Van: rt-devel-admin at lists.fsck.com
# [mailto:rt-devel-admin at lists.fsck.com]Namens Gerald Fehringer
# Verzonden: donderdag 6 maart 2003 10:59
# Aan: rt-devel at lists.fsck.com
# Onderwerp: [rt-devel] [Fwd: 2-1-79 questions]

First of all, all of your questions are more suitable for the rt-users list
instead of the development list, so let's continue there. Furthermore, IMHO
it is not "nice" to send urgent messages to any list at all.

# how can i add a unprivileged user to a group ?
# (it doesn't appear in the user list, only if the user has more rights)

Unprivileged users are, well, uhm... unprivileged. That means you can not
grant them any privileges at all. They have the same privileges as the
pseudo group Everyone, by definition.

# because i wanna have this basic view for all our
# customers, so they can see only their queue and nothing else.

You should mark all those users privileged and grant them the appropriate
rights on the appropriate queues (I don't know the rights by heart, sorry).

# at the moment i can only define global rights for every queue, so
# all unprivileged user can see the whole queues.

Global rights on a queue sound a bit strange to me. What do you mean
exactly? I suspect that you have granted too many global rights to Everyone,
could you verify that?

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