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Yan,<br>
<br>
Definitely possible. I would set up a Queue for each department. For
each Queue, set up the AdminCc as the person to manage the tickets
(modify ACL, add watchers, steal tickets, etc.). Then create a Users
group that can see the Queue, look at ticket info in the Queue but not
modify any tickets. Then create a Support group of users that can own
tickets, add comments, etc. Grant the SeeQueue, ShowTicket, &
ReplyToTicket right to the Requestors for the Queue and ModifyTicket to
the AdminCc and Owners. Populate each group accordingly. Your global
rights should be well-thought out based on your work-flow (I have some
recommendations I keep for my Admin teams). Each project should be a
ticket and all tasks under that project should be children/DependsonBy
to that parent/project ticket.<br>
This is just a short summary of what I would do. If you send me more
complete details of your work-flow, I'll be happy to send you some
detailed suggestions.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 2/3/2010 12:41 PM, SEINER Yan wrote:
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<div class="Section1">
<p class="MsoNormal">I’m just starting out with RT; I used it many
years
ago but I’ve forgotten just about everything…<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">We want to set up a small pilot to see if it
will work for
our needs.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">We have:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Departments<o:p></o:p></p>
<p class="MsoNormal">Projects<o:p></o:p></p>
<p class="MsoNormal">Users<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">We need to be able to set up security so that a
user from a
specific department can only have access to tickets from specific
projects.
In other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob,
and
Maintenance, Engineering, and Design.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Bob is working on projects 1 and 2, Steve on
projects 1 and
3, and Joe on 2 and 3. Bob needs to see all Design, Engineering, and
Maintenance tickets that pertain to his projects, but he must not see
any
tickets at all for project 3. Steve can only see tickets for
Maintenance
on his two projects, and occasionally maintenance tickets for 2. Joe
needs
to see all tickets for Design regardless of project, but only
Engineering
tickets for his two projects, and none for Maintenance.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I seem to be short a category in RT as it only
has users and
groups, and not sub-groups or projects. Is anything like this possible?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Or is the trick to set up groups for both
projects and
departments, and then assign membership in both? But then is it
possible
to require tickets so that a user needs to be a member of 2 groups in
order to
see the ticket?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom: 6pt;"><b><span
style="font-size: 8pt; color: navy;">Yan Seiner, PE</span></b><br>
<b><span style="font-size: 8pt; color: navy;">Civil Engineer<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom: 6pt;"><!--[if gte vml 1]><v:shapetype
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<v:stroke joinstyle="miter" />
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<v:f eqn="if lineDrawn pixelLineWidth 0" />
<v:f eqn="sum @0 1 0" />
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<v:f eqn="prod @6 1 2" />
<v:f eqn="prod @7 21600 pixelWidth" />
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<v:imagedata src="mailbox:///H|/Mozilla/Mail/Local%20Folders/RT?number=201382645&header=quotebody&part=1.1.2&filename=image001.png" o:title="" />
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</v:shape><![endif]--><!--[if !vml]--><img
src="cid:part1.00000609.05000303@lbl.gov" v:shapes="Picture_x0020_2"
align="left" height="40" hspace="12" width="79"><!--[endif]--><span
style="font-size: 8pt; color: green;"><a moz-do-not-send="true"
href="http://www.ci.springfield.or.us/ESD/index.htm"><span
style="color: green;">Environmental
Services Division</span></a><br>
</span><b><span style="font-size: 7pt; color: green;">City of
Springfield</span></b><span style="font-size: 7pt; color: green;">
Public Works<br>
225 Fifth Street, Springfield, Oregon 97477</span><span
style="font-size: 12pt; color: green;"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-bottom: 6pt;"><b><span
style="font-size: 7pt; color: rgb(51, 51, 153);">Metropolitan
Wastewater Management Commission (MWMC)<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-bottom: 12pt;"><b><span
style="font-size: 7pt; color: rgb(0, 51, 0);">Tel: 541-736-7124</span></b><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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