Michael,<br><br>RT allows for multiple Requestors on a ticklet. So I would do the following:<br><br>1) Put each set of company employees into a separate Group.<br>2) Create a scrip that (upon ticket creation) finds the group that the Requestor is in and add the rest of that group's members as Requestors for that ticket. That last part would be similar to the code that add's "Cc's" to the list of ticket "Cc's".<br>
<br>Now, your <i>original privilege</i> of "ShowTicket" for Requestors only (at the Global level) will work as originally desired.<br><br>I'm sure someone out there has some code like this. If not, I have some code that checks for group membership and some other code that add <i>group members</i> to the "Cc" list. We can put those two together.<br>
<br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Mon, Jun 6, 2011 at 6:04 AM, Michael Polenske <span dir="ltr"><<a href="mailto:Michael.Polenske@skm-skyline.de">Michael.Polenske@skm-skyline.de</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"><div link="blue" vlink="purple" lang="DE"><div><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D">Hi Kenneth,</span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">thanks for your hint. Unfortunately this will not cover my problem. Maybe I should explain it a little bit more:</span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p><p><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"><span>-<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">we have a queue called support</span></p>
<p><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"><span>-<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">~20 companies are able to submit tickets to this queue</span></p>
<p><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"><span>-<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">All companies have 2-3 employees who can submit tickets for their company</span></p>
<p><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"><span>-<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">Currently every company has only _<i>one</i>_ user to login into RT to submit tickets for their company</span></p>
<p><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"><span>-<span style="font:7.0pt "Times New Roman""> </span></span></span><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">Every company can only see their submitted tickets (CreateTicket and SeeQueue or Privileged Users, ShowTicket for Requestor)</span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" 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. </span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p><p class="MsoNormal" style="margin-left:35.4pt"><span style="font-size:10.0pt;color:#1F497D" 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 ….</span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">Hope this clarifies my problem a little bit more </span><span style="font-size:10.0pt;font-family:Wingdings;color:#1F497D" lang="EN-US">J</span><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US">Thanks a lot and best regards,</span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:#1F497D" lang="EN-US">Michael</span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D" lang="EN-US"> </span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt" lang="EN-US">From:</span></b><span style="font-size:10.0pt" lang="EN-US"> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">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 href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to</span></p>
<div><div></div><div class="h5"><p class="MsoNormal"> </p><p class="MsoNormal" style="margin-bottom:12.0pt">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</p><div><p class="MsoNormal">On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske <<a href="mailto:Michael.Polenske@skm-skyline.de" target="_blank">Michael.Polenske@skm-skyline.de</a>> wrote:</p><div><div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US">Hi there,</span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US">I work now for years with RT, but before as user not as admin </span><span style="font-size:10.0pt;font-family:Wingdings">J</span><span style="font-size:10.0pt"> </span><span style="font-size:10.0pt" lang="EN-US">Now our admin left and I have to takeover some tasks. </span></p>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US">One of the urgent one’s I am not able to fix, maybe you can help.</span></p><p class="MsoNormal">
<span style="font-size:10.0pt" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US">Situation:</span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US"> </span></p><p class="MsoNormal">
<span style="font-size:10.0pt" 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></p>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US">Any idea how to handle this ?</span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US"> </span></p>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US">Thanks a lot and have a nice weekend – Michael</span></p><p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-US"> </span></p></div></div></div><p class="MsoNormal">
</p></div></div></div></div></blockquote></div><br>