<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;">This might do it. <br><ol><li>Create ticket from Client in Bucket queue with Business owner.</li><li>Business owner assigns cf values, assigns new Supplier queue, new Supplier owner.</li><li>Supplier Owner performs work, sets owner back to Business Owner.</li><li>Business owner sets status, assigns Client queue as needed. </li></ol>Since the queue changes, Clients and Suppliers would not have awareness of tickets outside of their queue (history), only of open items when they exist in their queue, but we may be able to run reports for various groups as needed from the cf field values, and distribute them.<br><br>We'll see if we can build on this idea. Thanks. <br>Ed Matthews<br>g8orade@yahoo.com<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: Tuesday, February 12, 2008 2:40:12 PM<br>Subject: Re: [rt-users] Security based on custom field values?<br><br>
Ed,<br><br><br>
If
I
understand
this
correctly,
your
"users"
are
really
the
ones
who <br>would
assign
a
ticket?
If
so,
then
why
not
create
a
"Bucket"
Queue
for <br>all
of
the
tickets
to
be
sent
to
initially.
Only
the
"users"
who
do
the <br>assigning
can
see
this
queue.
The
look
at
the
CF
setting
for
the
ticket, <br>change
it
or
watever
and
THEN,
Move
the
ticket
to
the
correct
queue
(I <br>assume
there
are
two;
supplier
and
client).
The
suppliers
(in
one
group) <br>can
only
see
tickets
in
the
"supplier"
queue
and
the
clients
(also
in
a <br>seperate
group)
can
only
see
tickets
in
the
"client"
queue.
The
users <br>(in
their
own
group)
can
see
everything
in
all
3
queues
and
have <br>"ModifyTicket"
right.
The
CF
is
either
defined
globally
OR
not
and <br>applied
to
the
appropriate
queues.
This
last
may
be
a
consideration
in <br>case
the
installation
grows
in
the
future
and
the
CF's
are
different.
I <br>was
thinking
that
since
the
"users"
are
looking
at
the
tickets
anyway, <br>why
not
just
have
them
"select
&
move"
the
tickets
where
they
belong. <br>That
way,
the
only
modification
you
need
to
make
are
with
rights
and <br>maybe
a
scrip
or
two.
I
try
to
avoid
creating
maintenence
work
when <br>there
is
a
way
to
do
the
job
using
the
design.
Just
a
thought.<br><br><br><br>Kenn<br>LBNL<br><br>On
2/11/2008
6:21
PM,
Ed
Matthews
wrote:<br>>
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 <br>>
contractor
in
the
middle
managing
complaints,
but
with
a
workflow
where <br>>
a
complaint
may
need
to
be
assigned
to
a
supplier
rep
or
a
client
at <br>>
some
point
in
the
process.<br>>
Say
we
create
queues
by
client.
Each
client
would
see
his
quick
search, <br>>
our
users
could
see
all
clients'
queues
as
assigned.<br>>
We
could
have
a
supplier
custom
field
on
each
ticket
in
a
client
queue, <br>>
and
we
could
create
a
custom
query
to
run
a
report
of
complaints
by <br>>
supplier,
for
all
clients.<br>>
In
this
setup,
how
would
a
supplier
see
his
tickets
and
only
his
across <br>>
any
client
queue?<br>> <br>>
Many
thanks,<br>>
Ed<br>> <br>>
-----
Original
Message
----<br>>
From:
Kenneth
Crocker
<<a ymailto="mailto:KFCrocker@lbl.gov" href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>><br>>
To:
Ed
Matthews
<<a ymailto="mailto:g8orade@yahoo.com" href="mailto:g8orade@yahoo.com">g8orade@yahoo.com</a>><br>>
Cc:
<a ymailto="mailto:rt-users@lists.bestpractical.com" href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><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>
<mailto:<a ymailto="mailto:g8orade@yahoo.com" href="mailto:g8orade@yahoo.com">g8orade@yahoo.com</a>><br>>
><br>>
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