[rt-users] Time worked

[Harald Kollera]

Hi Jan,

On Fri, 2002-12-27 at 22:33, Jan Dorazil wrote:
> Hi all, RT is a great product. I have only few questions. 
> 
> Is it possible to use "time worked" cell to track time spent on
> request by technician? I tested it and user (customer) can change
> "time worked". In worst way, they cen write negative value to this
> cell.
If a customer has the right to create a ticket, but not to modify, he is
not able to change things later. Only the owner should be able to do
this. We normally describe the ACLs on a group level with customer
groups and internal user groups (= possible owners).
 
> Is it possible to implement RT in business, where customers, cant see
> information about other clients - each other (included login name,
> etc) ? In my opinion Self Service interface is not useful. It doesnt
> list information about "new" ticket and about other ticket from same
> queue (same customer organization).

Try the GroupService from the contrib sources. There you have the
possibility to group external users, so that they can see all tickets of
their group, but not that of other customers or internal ones.

With regards,
Harald 
-- 
Dr. Harald Kolléra
Professional Services
fun communications GmbH
Brauerstrasse 6   76135 Karlsruhe   Germany
Tel: +49 721 964480           Fax: +49 721 96448-299
email: harald.kollera at fun.de  http://www.fun.de/