[rt-users] Allowing a 'group' of customers to see certain tickets in a queue

[Jim Goss]

I would really like to see this as well.  There is no
clean way to do it - though someone once sent me a
patch they had whipped up to achieve similar
functionality.  Some other things to do:

 * Create a separate queue for each user then give
them rights to see all tickets in that queue
    - I don't like this but may consider it when I
apply a previous change someone else provided a while
ago to remove the Configuration tab from the menu of
privileged users.
    - I don't want customers to even be able to see
the config or other customer names, etc.

 * Write a custom scrip to keep track of which users
are part of which groups, then when a request comes
from a user in a given group, assign other members of
that group to the ticket as requestors as well.
    - I haven't done this since I don't know how
custom scrips are written in 3.0 and am not a major
perl guy to figure out how to do it on my own.

Jim

--- Jeremy Doran <fox-rt_users at vulpes.net> wrote:
> 
> In our support setup, a 'customer' is defined as a
> company, which can
> have multiple points of contact (ie, multiple users
> each with their own
> email addresses) 
> 
> We already have RT3 working so that the requestor of
> the ticket can only
> see the tickets they requested. What we now need to
> have is the ability
> for a user who is from the same company ('customer'
> for us) to be able
> to see the tickets that another user from the same
> 'customer' sent in. 
> 
> To break it down to a simple example. 
> 
> User_A is user_a at company1.com
> User_B is user_b at company1.com 
> User_C is c_user at another_company.com
> 
> User_A sends in a ticket - #1
> User_C sends in a ticket - #2
> User_B sends in a ticket - #3
> 
> Both User_A and User_B should be able to see ticket
> #1 and ticket #3 but
> _not_ ticket #2.
> 
> User_C should be able to see ticket #2, but not
> tickets #1 and #3.
> 
> Is this possible to do with RT3, and if so, how does
> one do it? 
> 
> Thanks,
> -- 
> Jeremy Doran <fox-rt_users at vulpes.net>
> 
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