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</o:shapelayout></xml><![endif]--></head><body bgcolor=white lang=DE link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>Hi Gerard,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>very good hint, I found that there is already a solution.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><a href="http://requesttracker.wikia.com/wiki/AddSquelchedCc"><span style='font-size:12.0pt'>http://requesttracker.wikia.com/wiki/AddSquelchedCc</span></a><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>I have now to make the scrip work with my installation, currently it seems not to work, but I will dig into it.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>By the way – is there a debug-possibility for scrips ? <o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>Many many thanks !!<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>Cheers – Michael<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:#993366'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:#993366'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Gerard FENELON<br><b>Sent:</b> Montag, 6. Juni 2011 16:06<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] "ShowTicket" for Groups that a requestor belongs to<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><tt><span style='font-size:10.0pt'>Hi</span></tt><span style='font-size:10.0pt;font-family:"Courier New"'><br><br><tt>I would create a group for each company</tt><br><tt>then I would wite a scrip to add a Group as Cc to the ticket at creation time </tt><br><tt>depending on some characteristics of the Requestor.</tt><br><tt>For example, if the Organization of the Requestor is "Yoyodine" </tt><br><tt>then add group "Yoyodine".</tt><br><tt>Finally give the appropriate rights to the Cc group.</tt><br><br><tt>Gerard</tt><br></span><br>On 2011-06-06 15:04, Michael Polenske wrote: <o:p></o:p></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Hi Kenneth,</span><o:p></o:p></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>thanks for your hint. Unfortunately this will not cover my problem. Maybe I should explain it a little bit more:</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoListParagraph style='text-indent:-18.0pt'><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>we have a queue called support</span><o:p></o:p></p><p class=MsoListParagraph style='text-indent:-18.0pt'><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>~20 companies are able to submit tickets to this queue</span><o:p></o:p></p><p class=MsoListParagraph style='text-indent:-18.0pt'><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>All companies have 2-3 employees who can submit tickets for their company</span><o:p></o:p></p><p class=MsoListParagraph style='text-indent:-18.0pt'><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Currently every company has only _<i>one</i>_ user to login into RT to submit tickets for their company</span><o:p></o:p></p><p class=MsoListParagraph style='text-indent:-18.0pt'><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Every company can only see their submitted tickets (CreateTicket and SeeQueue or Privileged Users, ShowTicket for Requestor)</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>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><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>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><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Hope this clarifies my problem a little bit more </span><span lang=EN-US style='font-size:10.0pt;font-family:Wingdings;color:#1F497D'>J</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Thanks a lot and best regards,</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'>Michael</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;font-family:"Arial","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a> [<a 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 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</span><o:p></o:p></p><p class=MsoNormal> <o:p></o:p></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<o:p></o:p></p><div><p class=MsoNormal>On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske <<a href="mailto:Michael.Polenske@skm-skyline.de">Michael.Polenske@skm-skyline.de</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>Hi there,</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>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 lang=EN-US style='font-size:10.0pt'>Now our admin left and I have to takeover some tasks. </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>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><span lang=EN-US style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>Situation:</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>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><span lang=EN-US style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>Any idea how to handle this ?</span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal><span lang=EN-US style='font-size:10.0pt'>Thanks a lot and have a nice weekend – Michael</span><o:p></o:p></p></div></div></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>