[rt-users] Modelling customer web access: Give rights to group of tickets to one or more users

[Florian Hinzmann]

Hello!


I am using RT to track requests for a couple of customers
which might consist of one or more persons/email addresses.

I would like to provide a web based view to all tickets
of a given customer wich is as independent of CC users 
as possible. 
To put it another way: I would like to configure the
following properties independently:
- The list of users which receive correspondence via email.
- The property of a ticket to show up in a customers
  web interface.


Reasoning:
Tickets for customer A might have one or more CC users,
consisting of one or more employees of customer A as well 
as external addresses.

Some manager of that company should be able to see all
open tickets of that company, wether he is (email-)cc 
of that ticket or isn't.


First try:
Custom fields: One for tickets to assign them a
company identifier and one for users which marks
them as a user which should be able to see all tickets
marked with his company.

But I did not manage to grant any rights based on 
custom fields.


Second try:
I created a group for a company which needs this kind
of accumulated web access and added that group as a CC
to every ticket of that company.
Now I'd need to put every person into that group to 
give that person access to that set of tickets.

But now an email gets sent on correspondence to each
Cc which includes email addresses of members of that group.
But I'd like to have visibility in the web interface for
a user and emails sent to that user separate. 



Any ideas how to accomplish this?


Thanks in advance and 
with best regards

 Florian Hinzmann



-- 
  Florian Hinzmann                         private: mail at fhinzmann.de
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