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<TITLE>RE: [rt-users] AW: [rt-usersl] [Fwd: 2-1-79 questions]</TITLE>
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<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 SIZE=2>-----Ursprüngliche Nachricht-----</FONT>
<BR><FONT SIZE=2>Von: Martin Schapendonk [<A HREF="mailto:martin.schapendonk@whitehorses.nl">mailto:martin.schapendonk@whitehorses.nl</A>]</FONT>
<BR><FONT SIZE=2>Gesendet: Donnerstag, 6. März 2003 11:14</FONT>
<BR><FONT SIZE=2>An: Gerald Fehringer</FONT>
<BR><FONT SIZE=2>Cc: RT Users</FONT>
<BR><FONT SIZE=2>Betreff: RE: [rt-devel] [Fwd: 2-1-79 questions]</FONT>
</P>
<BR>
<P><FONT SIZE=2>Hi,</FONT>
</P>
<P><FONT SIZE=2># Van: rt-devel-admin@lists.fsck.com</FONT>
<BR><FONT SIZE=2># [<A HREF="mailto:rt-devel-admin@lists.fsck.com">mailto:rt-devel-admin@lists.fsck.com</A>]Namens Gerald Fehringer</FONT>
<BR><FONT SIZE=2># Verzonden: donderdag 6 maart 2003 10:59</FONT>
<BR><FONT SIZE=2># Aan: rt-devel@lists.fsck.com</FONT>
<BR><FONT SIZE=2># Onderwerp: [rt-devel] [Fwd: 2-1-79 questions]</FONT>
</P>
<P><FONT SIZE=2>First of all, all of your questions are more suitable for the rt-users list</FONT>
<BR><FONT SIZE=2>instead of the development list, so let's continue there. Furthermore, IMHO</FONT>
<BR><FONT SIZE=2>it is not "nice" to send urgent messages to any list at all.</FONT>
</P>
<P><FONT SIZE=2># how can i add a unprivileged user to a group ?</FONT>
<BR><FONT SIZE=2># (it doesn't appear in the user list, only if the user has more rights)</FONT>
</P>
<P><FONT SIZE=2>Unprivileged users are, well, uhm... unprivileged. That means you can not</FONT>
<BR><FONT SIZE=2>grant them any privileges at all. They have the same privileges as the</FONT>
<BR><FONT SIZE=2>pseudo group Everyone, by definition.</FONT>
</P>
<P><FONT SIZE=2># because i wanna have this basic view for all our</FONT>
<BR><FONT SIZE=2># customers, so they can see only their queue and nothing else.</FONT>
</P>
<P><FONT SIZE=2>You should mark all those users privileged and grant them the appropriate</FONT>
<BR><FONT SIZE=2>rights on the appropriate queues (I don't know the rights by heart, sorry).</FONT>
</P>
<P><FONT SIZE=2># at the moment i can only define global rights for every queue, so</FONT>
<BR><FONT SIZE=2># all unprivileged user can see the whole queues.</FONT>
</P>
<P><FONT SIZE=2>Global rights on a queue sound a bit strange to me. What do you mean</FONT>
<BR><FONT SIZE=2>exactly? I suspect that you have granted too many global rights to Everyone,</FONT>
<BR><FONT SIZE=2>could you verify that?</FONT>
</P>
<BR>
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