<html><head><style type="text/css"><!-- DIV {margin:0px;} --></style></head><body><div style="font-family:times new roman, new york, times, serif;font-size:12pt"><div style="font-family: times new roman,new york,times,serif; font-size: 12pt;">How does one securely slice "across" if you do it this way?<br>So pick one variable or the other, clients or suppliers. We are a contractor in the middle managing complaints, but with a workflow where a complaint may need to be assigned to a supplier rep or a client at some point in the process.<br>Say we create queues by client. Each client would see his quick search, our users could see all clients' queues as assigned. <br>We could have a supplier custom field on each ticket in a client queue, and we could create a custom query to run a report of complaints by supplier, for all clients. <br>In this setup, how would a supplier see his tickets and only his across any client queue? <br><br>Many
thanks,<br>Ed<br><br><div style="font-family: times new roman,new york,times,serif; font-size: 12pt;">----- Original Message ----<br>From: Kenneth Crocker <KFCrocker@lbl.gov><br>To: Ed Matthews <g8orade@yahoo.com><br>Cc: rt-users@lists.bestpractical.com<br>Sent: Monday, February 11, 2008 6:03:43 PM<br>Subject: Re: [rt-users] Security based on custom field values?<br><br>
Ed,<br><br><br>
It
sounds
like
you
are
using
Custom
Fields
for
the
purpose
of <br>seperating
users
and
their
clints/tickets
and
that
is
what
queues
are <br>for.
Why
not
just
define
different
queues
and
put
tickets
with
certain <br>CF's
into
those
queues
with
their
own
respective
support
groups?<br><br><br>Kenn<br>LBNL<br><br>On
2/11/2008
12:46
PM,
Ed
Matthews
wrote:<br>>
Is
it
possible
to
set
up
RT
with
ticket
user
access
governed
by
the <br>>
values
in
custom
fields?
Example:<br>>
Set
up
a
queue
and
add
2
custom
fields
that
are
mandatory
for
each <br>>
ticket
in
the
queue.<br>>
*
Suppliers
(Single
Select
List
of
Values)<br>>
*
Clients
(Single
Select
List
of
Values)<br>>
Set
up
users
by
giving
them
one
or
more
clients
and
one
or
more
carriers.<br>>
Accessing
the
queue
presents
to
the
user
only
those
tickets
where
their <br>>
client
and
supplier
user
access
settings
intersect
the
values
of
the <br>>
tickets.<br>> <br>>
Sample
Roles:<br>>
Clients
can
see
all
tickets
no
matter
what
supplier.<br>>
Suppliers
can
see
all
tickets
no
matter
what
customer.<br>>
Internal
users
can
see
all
tickets
for
the
clients
and
carriers
given <br>>
them,
(up
to
all).<br>> <br>>
Thanks,<br>>
Ed
Matthews,<br>>
<a ymailto="mailto:g8orade@yahoo.com" href="mailto:g8orade@yahoo.com">g8orade@yahoo.com</a><br>> <br>>
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