[rt-users] Can you limit ticket access via CF

[Emmanuel Lacour]

Le 22/08/2016 à 12:44, aixenv a écrit :
> Hello,
> 
> We have a situation where we would like to limit ticket access within a
> specific queue based on CF, is that possible?
> 
> for example, let's say the queue name is Technical-Client-Support and
> when someone from a particular email submits a ticket it associates a CF
> with their company name let's say "ABC Company".
> 
> Can I limit "ABC Company" to only be able to view all tickets associated
> within the "Technical-Client-Support" queue based on the CF that assigns
> their company value? for all users within the company that populate the
> custom CF with their particular company or for specific users. Say Fred
> Jones from ABC Company as an example
> 
> The goal here is to allow ABC Company to view all associated tickets to
> their company.
> 
> 

we did this years ago (using RT 4.0) but with a dirty patch ...

the best will be to upgrade to 4.4 and use custom role instead of CF to
record the ticket customer:

- create groups or users for each of your customers (here we sync our
customers companies as groups and contacts as members from our LDAP)
- create a "custom role" named "Company"
- grant Showticket, ... to this role in your queue rights
- create if possible a scrip that automatically add the corresponding
group/user as company role to the ticket, on ticket creation, based on
the requestor

this is the way we use RT now for customers support, it's very flexible
and can be tied to your SI such as an LDAP database of customers to sync
them and automatically set the right customer on the ticket.