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<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></BODY></HTML>