[rt-users] How to auto add a watcher?

[Ruslan Zakirov]

Look at http://marc.theaimsgroup.com/?t=114360273900021&r=1&w=2

On 3/31/06, David.Dales at mount10.com <David.Dales at mount10.com> wrote:
>
> Hi all,
>
> I'm very new to RT and don't know Perl very well.  I got the RT system
> installed and running.  I would like to change the way tickets are created a
> little bit and need some help.
>
> Environment:
> Suse 10
> RT 3.4.5
> Apache 2.2
> ModPerl 2
>
> Goal:
> Allow remote access to my RT web interface for a particular company.
> However, I don't want this user to be able to see any tickets except the
> ones that were created for their company.  I do not want to use a seperate
> queue just for them.  The SelfService module, if I can tweek it a little,
> would probably be good for this.
>
> Ideas on process:
> We have a particular large customer that uses our RT system by email.  Their
> support requests are auto generated via emails in a Support queue.  The
> source email addresses are from many many different users but all have the
> same domain suffix (domain1.de).  Tickets from other customers are also
> injected into the Support queue.
>
> My thoughts to this point:
> What I thought I might be able to do would be to parse the requestor address
> for domain1.de.  If an email arrives to create a NEW ticket from
> anyaddress at domain1.de, then, automatically add a watcher of user1 without
> sending any outgoing emails to user1.  If user1 is then added to each NEW
> ticket from anyuser at domain1.de, I could then allow user1 access to the web
> interface.  When user1 logs into the web interface, I would like to
> automatically send them to the SelfService page.  Since user1 is a watcher
> for ALL domain1.de tickets, all the tickets for domain1.de should be
> displayed.  I could set user1 permissions to allow user1 to only VIEW their
> tickets (correspondence only) no comments or status changes on the tickets,
> etc....
>
> Questions:
> Is this a logical way to do this or is there a process, either built-in or
> custom, that would achieve my goals?  Since I don't know Perl, and no one
> else here does either, I was hoping that someone might be able to detail the
> process that would achieve my goals?
>
> Thanks in advance,
> Dave Dales
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--
Best regards, Ruslan.