[rt-users] Restricting non-auth user tickets

[Neal Barney]

Hello rt-users,

I've been given the task of finding a replacement for our aging and 
underpowered task management software.  Initially I looked at DCL 
(Double Choco Latte).  While I was very impressed with it's feature set 
and capabilites, it didn't really fit what we need.  After reading about 
RT, it seemed the logical alternative.  So far, I think I was right.  ;)

I installed RT (2.0.13) for the first time yesterday (it only took me 11 
hours to get it installed and working! :)  Firstly, I must say that I'm 
incredibly impressed with this piece of software.  Way to go Jesse and 
all others who've contributed.  It looks like it will fit the way we 
operate here much better than DCL could have.  I have a couple of 
questions about it's capability.  I've looked at the installation guide, 
the admin guide, and browsed through the e-mail archive, but I have yet 
to find the answer to my question.  I hope someone on the list can help.

One of the requirements that was given to me in finding a replacement 
for our current software, was that the new software must allow the 
problem requesters (which I'll subsequently call 'users' from here on 
out) to track their own tickets.  So far, so good.  RT supports this. 
 However, the users must not be able to view any problem requests but 
their own.  The reason being that here at my work, we must support many 
different users working on many different projects.  We may have 
employees working on projects for the Navy, the Air Force, NASA, Los 
Alamos National Laboratories, etc.  Some of them are classified, others 
may have intellectual property they are developing and not want 
non-project members to know specific details, or the request may be 
embarrasing to the end user (i.e. One person sent a request saying that 
porn was on their computer, they didn't put it there, and they wanted it 
removed).  Can one setup RT to support this?  Is this native 
functionality already built into RT?  If so, how do I configure RT to 
act this way?  If not, how difficult would it be to implement?

Thanks.

-- 
Neal J. Barney
USU/Space Dynamics Lab.
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