Hello Again<br><br>Maybe my problem is about permission model, i must read it again. Because i need that a user can "Reply to Tickets" and view properties, but on all configurations that i have the users can modify the "Basics" of every Ticket on his own queue.<br>
<br>My permission model is as follow:<br>Global-> Groups:<br>Everyone-> CreateTicket<br>CC->ReplyToTicket, ShowTicket<br><br>Them i have userOfCompany1 belong to GroupCompany1 and i create a Queue calle QueueCompany1 with the following rights:<br>
Watchers: SupportGroup (our support people) as Administrative CC.<br>Group Rights:<br>GroupCompany1-> ShowTicket, ReplyToTicket and SeeQueue<br>SupportGroup-> ALL rights<br><br>Are this a common model ? or may be i am something wrong.<br>
<br>Thanks<br> <br><br><div class="gmail_quote">On Thu, Nov 6, 2008 at 7:15 PM, Kenneth Crocker <span dir="ltr"><<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>></span> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Victor,<br>
<br>
<br>
Having all the initial requests in one queue is STILL not a problem. For example, the customers have different ID's, therefore are different Requestors. If you grant the "ShowTicket" right to the Requestor role, instead of Everyone or Privileged or Unprivileged, then ONLY the Requestor of their own ticket can SEE those tickets in a queue. To further refine that idea, put all the requestors from one company in 1 group and grant the appropriate rights to THAT group, instead of Requestors or Everyone or Privileged or Unprivileged. That's how we do it. Actually, we have one queue that acts as the FIRST or REPOSITORY queue for requests that come in INITIALLY, and not everyone can see those. Just the groups that are allowed. So, I think that what you want to do can be done several different ways, depending on how to grant the rights. One queue CAN work. Multiple queues WILL work. It all depends on the kind of maintenance you want to get involved in and your infrastructure procedures. Hope this helps.<br>
<br>
Kenn<br>
LBNL<div class="Ih2E3d"><br>
<br>
On 11/6/2008 2:04 AM, Victor Fariña Infante wrote:<br>
</div><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Hello<div class="Ih2E3d"><br>
Thanks for the fast reply ;-).<br>
I am a newby at RT so it may sound strange, but if we do that, the users from one company can see Tickets from another company because I have all "Support" Tickets on the same Queue. I think that the solution could be to create a Queue per customer but i don't know if this is a good approach.<br>
Is this the correct way ?<br>
<br>
Regards<br>
<br></div><div class="Ih2E3d">
On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker <<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov" target="_blank">KFCrocker@lbl.gov</a>>> wrote:<br>
<br>
Victor,<br>
<br>
<br>
Put all those users in the same group and grant<br>
"CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the<br>
group for that Queue. That should do it. I'd save the "Modifyticket"<br>
for the people that actually do the work on the ticket. Hope this helps.<br>
<br>
<br>
Kenn<br>
LBNL<br>
<br>
<br>
On 11/5/2008 4:43 AM, Victor Fariña Infante wrote:<br>
<br>
Hello,<br>
I am using RT for about 3 months, and we like it a lot.<br>
Our problem is that we have 3 possible Ticket Openers (all from<br>
the same company) and when one login on the web inetrface can<br>
only see his own tickets, I would like that every contact of a<br>
company can see all Tickets from the users from his company.<br>
<br>
Is this possible ??<br>
<br>
Thanks<br>
<br>
-- Victor Fariña Infante<br>
Responsable Tecnologías<br>
Tlf. +34 981 90 90 10<br>
<a href="http://www.queres.es" target="_blank">http://www.queres.es</a><br>
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</blockquote></div><br><br clear="all"><br>-- <br>Victor Fariña Infante<br>Responsable Tecnologías<br>Tlf. +34 981 90 90 10<br><a href="http://www.queres.es">http://www.queres.es</a><br>