<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<meta http-equiv="content-type" content="text/html; charset=ISO-8859-1">
</head>
<body bgcolor="#ffffff" text="#000000">
Hi All,<br>
<br>
I'm new to RT and trying to make it work in following manner -<br>
<br>
1. There should be only one queue called 'Support'. This is because
we have too many clients and is a management call...<br>
<br>
2. Multiple clients using same queue to create tickets.<br>
<br>
3. No client should be able to access another client's tickets.
Example - Client A should not be able to access client B's tickets.<br>
<br>
And this is what I've done so far -<br>
<br>
1. Add a custom field 'Client' at user level.<br>
<br>
2. Create a group for each 'Client' and add all users belonging to
the client to their respective group.<br>
<br>
3. OnCreate scrip to add the group as 'Cc' to the ticket and grant
'ShowTicket' to the 'Cc' role.<br>
<br>
This results in -<br>
<br>
1. User belonging to group A cannot see tickets raised by any user
of group B on the 'Open tickets' page. So the segregation works
here.<br>
<br>
2. But if a user of group A searches for a ticket (by ticket number)
he gets to see all the ticket details hence defeating restriction we
needed in place.<br>
<br>
Please take a look at the OnCreate script on <a
href="http://pastebin.com/4G7mFDP8">pastebin</a> and help me
understand what is wrong with this approach.<br>
<br>
<br>
Thanks for help!<br>
<br>
Regards,<br>
Rajesh<br>
</body>
</html>