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<tt>Hi<br>
<br>
I would create a group for each company<br>
then I would wite a scrip to add a Group as Cc to the ticket at
creation time <br>
depending on some characteristics of the Requestor.<br>
For example, if the Organization of the Requestor is "Yoyodine" <br>
then add group </tt><tt>"Yoyodine".<br>
Finally give the appropriate rights to the Cc group.<br>
<br>
Gerard<br>
</tt><br>
On 2011-06-06 15:04, Michael Polenske wrote:
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<div class="WordSection1">
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);">Hi Kenneth,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">thanks for your hint. Unfortunately this
will not cover my problem. Maybe I should explain it a
little bit more:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent: -18pt;"><!--[if !supportLists]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><span style="">-<span style="font: 7pt
"Times New Roman";"> </span></span></span><!--[endif]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">we have a queue called support<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent: -18pt;"><!--[if !supportLists]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><span style="">-<span style="font: 7pt
"Times New Roman";"> </span></span></span><!--[endif]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">~20 companies are able to submit tickets
to this queue<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent: -18pt;"><!--[if !supportLists]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><span style="">-<span style="font: 7pt
"Times New Roman";"> </span></span></span><!--[endif]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">All companies have 2-3 employees who can
submit tickets for their company<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent: -18pt;"><!--[if !supportLists]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><span style="">-<span style="font: 7pt
"Times New Roman";"> </span></span></span><!--[endif]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">Currently every company has only _<i>one</i>_
user to login into RT to submit tickets for their company<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent: -18pt;"><!--[if !supportLists]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><span style="">-<span style="font: 7pt
"Times New Roman";"> </span></span></span><!--[endif]--><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">Every company can only see their
submitted tickets (CreateTicket and SeeQueue or Privileged
Users, ShowTicket for Requestor)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">Now we got request that every employee
for every company should have their own account to RT to
submit ticket (to clarify who in the customers company is
owner of the ticket). Now problem at all, but now every user
of one company should see all tickets of the other users of
their company, just in case that someone is on vacation etc.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left: 35.4pt;"><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">If I follow your solution (open a group,
move the employees in this group and give ShowTicket to this
group) they can see ALL tickets – not only the tickets for
their group. Maybe a solution like “Requestor Group” will
cover my problem – I have no idea who to establish something
like that ….<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">Hope this clarifies my problem a little
bit more </span><span style="font-size: 10pt; font-family:
Wingdings; color: rgb(31, 73, 125);" lang="EN-US">J</span><span
style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">Thanks a lot and best regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US">Michael<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size: 10pt; font-family:
"Arial","sans-serif"; color: rgb(31, 73,
125);" lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size: 10pt;
font-family: "Tahoma","sans-serif";"
lang="EN-US">From:</span></b><span style="font-size: 10pt;
font-family: "Tahoma","sans-serif";"
lang="EN-US"> <a class="moz-txt-link-abbreviated" href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>
[<a class="moz-txt-link-freetext" href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>] <b>On
Behalf Of </b>Kenneth Crocker<br>
<b>Sent:</b> Freitag, 3. Juni 2011 19:07<br>
<b>To:</b> <a class="moz-txt-link-abbreviated" href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> Re: [rt-users] "ShowTicket" for Groups that
a requestor belongs to<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom: 12pt;">Michael,<br>
<br>
Create a User-defined Group, put those individuals that need
those rights to the Queue into that group, then go to
Config->Queues(select the Queue)->Group rights and find
that group and give the the rights they need. That way, the
Global rights you gave to Requestors remains, but for that
particular Queue, any member of this new group will have the
rights you granted.<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
<div>
<p class="MsoNormal">On Fri, Jun 3, 2011 at 7:26 AM, Michael
Polenske <<a moz-do-not-send="true"
href="mailto:Michael.Polenske@skm-skyline.de">Michael.Polenske@skm-skyline.de</a>>
wrote:<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">Hi there,</span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">I work now for years with RT, but
before as user not as admin </span><span
style="font-size: 10pt; font-family: Wingdings;">J</span><span
style="font-size: 10pt;"> </span><span
style="font-size: 10pt;" lang="EN-US">Now our admin
left and I have to takeover some tasks. </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">One of the urgent one’s I am not
able to fix, maybe you can help.</span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">Situation:</span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">One Support-Queue, some users can
submit tickets to and can see only their tickets
(ShowTicket only for group requestor). But now we have
to change it that way, that some user can belong to a
group, and this group needs to see all tickets
submitted by members of this group – nothing more,
nothing less.</span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">Any idea how to handle this ?</span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US"> </span><o:p></o:p></p>
<p class="MsoNormal" style=""><span style="font-size:
10pt;" lang="EN-US">Thanks a lot and have a nice
weekend – Michael</span><o:p></o:p></p>
</div>
</div>
</div>
</div>
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