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<TITLE>RE: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions]</TITLE>
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<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff size=2>Back
in RT2 times.... in configuration/groups, you would have found two sets of
groups, pseudo groups and real "user created" groups. This is aparently gone in
RT3</FONT></SPAN></DIV>
<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff
size=2>Anyway, if you go to queue rights in RT3, you'll see on the top of the
page "system groups" followed by "roles". These are the pseudo
groups.</FONT></SPAN></DIV>
<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff size=2>If the
customer is not allowed to create tickets by himself, but can access the system,
it means you'll have to create his account manualy. In that case, what prevents
you to add him in the proper group on creation? Once the user account is
created, the customer care can make him the "requestor" (that's what
he is really), the customer care being the owner. Then, using the "requestor"
role group, you can let your customer access his own
tickets.</FONT></SPAN></DIV>
<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=523341117-06032003><FONT face=Arial color=#0000ff
size=2>Blaise</FONT></SPAN></DIV>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader dir=ltr align=left><FONT face=Tahoma
size=2>-----Message d'origine-----<BR><B>De :</B> Gerald Fehringer
[mailto:gerald.fehringer@openadvice.de]<BR><B>Envoyé :</B> jeudi 6 mars
2003 17:20<BR><B>À :</B> THAUVIN Blaise (Dir. Informatique); RT
Users<BR><B>Objet :</B> AW: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79
questions]<BR><BR></FONT></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2>hi,</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff size=2>i
never so a option like *pseudo-groups*, where can i add this kind of groups
?</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff size=2>my
issue is that the customer is NOT allowed to create new tickets, only
the</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2>customer care team.</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff size=2>he
should see only his new/closed tickets and should be able to add
new</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2>comments, that's it.</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff size=2>no,
i use the local user database, we don't have so much
customers.</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2>well, unfortunately i'm also not a big perl crack (perl syntax
;-))</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff size=2>kind
regards</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2>geri</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=625061416-06032003>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff size=2>BTW:
RT3 IS REALLY AWESOME, great work Jesse & the rest of the development
!!</FONT></SPAN></DIV>
<DIV><SPAN class=625061416-06032003><FONT face=Arial color=#0000ff
size=2></FONT></SPAN> </DIV><FONT face=Arial color=#0000ff
size=2></FONT> </SPAN></DIV>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV class=OutlookMessageHeader dir=ltr align=left><FONT face=Tahoma
size=2>-----Ursprüngliche Nachricht-----<BR><B>Von:</B> THAUVIN Blaise (Dir.
Informatique) [mailto:bthauvin@clearchannel.fr]<BR><B>Gesendet:</B>
Donnerstag, 6. März 2003 12:10<BR><B>An:</B>
'gerald.fehringer@openadvice.de'; RT Users<BR><B>Betreff:</B> RE: [rt-users]
AW: [rt-usersl] [Fwd: 2-1-79 questions]<BR><BR></FONT></DIV>
<P><FONT size=2>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. </FONT></P>
<P><FONT size=2>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?</FONT></P>
<P><FONT size=2>If you want some specific people at your customer to see all
tickets, you'all have to give them specific rights to the queue.</FONT></P>
<P><FONT size=2>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.</FONT></P>
<P><FONT size=2>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.
</FONT></P>
<P><FONT size=2>Would thgis be a "on user creation" scrip condition to
add?</FONT> </P><BR>
<P><FONT size=2>Blaise</FONT> </P>
<P><FONT size=2>-----Message d'origine-----</FONT> <BR><FONT size=2>De :
Gerald Fehringer [<A
href="mailto:gerald.fehringer@openadvice.de">mailto:gerald.fehringer@openadvice.de</A>]</FONT>
<BR><FONT size=2>Envoyé : jeudi 6 mars 2003 11:38</FONT> <BR><FONT size=2>À
: RT Users</FONT> <BR><FONT size=2>Objet : [rt-users] AW: [rt-usersl] [Fwd:
2-1-79 questions]</FONT> </P><BR>
<P><FONT size=2>Dear Members,</FONT> </P>
<P><FONT size=2>first of all, i apologies for the urgent flag, this was
unmeant !</FONT> <BR><FONT size=2>Well, i was posting this question at the
devel list, because i'm</FONT> <BR><FONT size=2>using rt 2-1-80 (since this
morning) so i thought it's related</FONT> <BR><FONT size=2>to the devel
list.</FONT> </P>
<P><FONT size=2>my problem:</FONT> <BR><FONT size=2>the basic view contents
only: new/close/view & changing password.</FONT> <BR><FONT size=2>this
is exactly the view what we would like to have for our</FONT> <BR><FONT
size=2>customers, because they should only have rights to see their
closed</FONT> <BR><FONT size=2>or new tickets in their queue, nothing else
and they should not</FONT> <BR><FONT size=2>confused with to much extra
informations !</FONT> </P>
<P><FONT size=2>Ticket creation/modify etc. should be only allowed for our
customer care.</FONT> </P>
<P><FONT size=2>so if i create a unprivileged user, first of all i can't see
the user</FONT> <BR><FONT size=2>(only when i look up also for deactive
user, makes not really sense)</FONT> <BR><FONT size=2>the next logic step
would be, to create a group for this specific</FONT> <BR><FONT
size=2>customer queue (each of our customers will have their own queue)
and</FONT> <BR><FONT size=2>add this unprivileged user to the group.</FONT>
<BR><FONT size=2>not possible, because the user doesn't appear on the
screen.</FONT> <BR><FONT size=2>so the only way is to give this customer
queue all unprivileged user</FONT> <BR><FONT size=2>according permissions
:-(</FONT> <BR><FONT size=2>so if i have several customers, everyone can see
ALL queus !</FONT> </P>
<P><FONT size=2>they only way i can resolve this issue, right now, is to set
for this</FONT> <BR><FONT size=2>customer queue the user as watcher and then
i define the according</FONT> <BR><FONT size=2>permissions for this
watcher.</FONT> <BR><FONT size=2>(not really a good idea, because he should
not get any emails, only</FONT> <BR><FONT size=2>when our employees create a
new ticket for him. he should only check</FONT> <BR><FONT size=2>his
stutus/history in his own customer view)</FONT> </P><BR>
<P><FONT size=2>Any ideas ?</FONT> </P>
<P><FONT size=2>thank you,</FONT> <BR><FONT size=2>geri</FONT> </P>
<P><FONT face=Arial color=#0000ff
size=2></FONT> </P></BLOCKQUOTE></BLOCKQUOTE></BODY></HTML>