[rt-users] RT 3.4.4 , ACLs and privacy

[Todd Chapman]

On Sat, Dec 03, 2005 at 08:49:45PM +0100, Maxime Levasseur wrote:
> 
> >Also, I have developed an extension called RTx::RightsMatrix that
> >makes it a little easier to view and edit RT rights. It's on
> >your favorite CPAN mirror.
> 
> In fact RTx::RightsMatrix was already installed on my box (great 
> tool,thx for it ).
> 
> Gonna try to explain it shortly :
> 
> Got only one queue : Issues
> Got 2 groups : Tech Staff and Customers ( 3 members : A, B, C )
> When A opens a ticket in the Queue 'Issues', i don't want B C to see it. 
> Same thing for the others. Off course 'Tech Staff' members must see 
> tickets from A B C to be able to work on it.
> 
> With the ACL's described in my last post, it works but i got a problem.
> 
> The main one is when a freshly opened ticket ( owned by nobody ) is 
> taken in charge by a Tech Staff Member ( at this moment it becomes 
> 'owned by techstaff '). From the web interface, the ticket becomes 
> invisible from customer A ( = the requestor ). The only solution to make 
> it visible again is to change the owner from 'techstaff' to 'nobody'
> 
> When a ticket must be keeped by the tech support during a few hours or a 
> couple of weeks :) , the customer must be able to track iton the web.
> 
> 
> Thanks again for your help.

Giving the requestor role the rights they need should fix that.