[rt-users] Requester Groups

[Jason Grigsby]

Thank you for the response. After working on this a bit over the 
weekend, I realized that the main problem I'm having is adding a user 
to a group without making the user privileged (i.e., checking "Let this 
user be granted rights" on the user's account).

When I try to add users to a group, I only see privileged users. When 
we make someone privileged, they see more options than I think they 
should (e.g., Configuration, Approval, etc).

Is it possible to add someone to a group without making the user 
privileged?

If it makes a difference, we're running RT 3.03 until we get a Debian 
Sarge server running so we can use 3.08.

Thank You,

Jason


On Feb 6, 2004, at 5:03 PM, Guillaume Perréal wrote:

> Jason Grigsby a écrit :
>
>> We're beginning our first RT configuration. Everything is going very 
>> well (and the documentation is great, btw).
>>
>> I have run into one question. Our customers have multiple people 
>> within their organization who contact us for requests. Sometimes it 
>> can become unmanageable because User A and User B from the same 
>> organization ask for something that they need done in the same time 
>> frame. Neither user knows about the other request.
>>
>> We want to set up RT such that each customer (e.g., ACME Company) has 
>> both a queue and a group associated with it. We would then add all of 
>> the users from that company to the group and the queue. The ideal 
>> situation is that all employees of ACME Company can see the ACME 
>> queue so they are aware of what their coworkers have requested.
>>
>> The problem I've run into is that I can't figure out how to let an 
>> employee of ACME Company have the ability to see tickets in the ACME 
>> queue that he or she didn't create. The only way I've been able to do 
>> it so far is to make the user privileged. However, it seems that RT 
>> assumes that a privileged user is a staff person so they see things 
>> like the amount of time that a request was worked on and other 
>> information that a customer (or non-privileged user) shouldn't see.
>>
>> Am I missing something in the configuration? Is it possible to set it 
>> up the way I describe so that employees of a customer company can see 
>> the requests from other employees of the same company?
>
> Try this :
> 1) in the ACME *queue* configuration, add the group ACME company to 
> the CC watchers,
> 2) in the global configuration, add "ShowTicket" to right to CC role 
> rights.
>
> Be warned that  this way, all ACME group members will receive a copy 
> of all correspondance of all tickets of the queue.
>
> Alternatively, you can simply add "ShowTicket"  to user defined group 
> "ACME company" rights in the ACME *queue* configuration. This should 
> avoid the mail "spamming".
>
> -- 
> Guillaume Perréal.
>
> Responsable informatique,
> Cemagref, groupement de Lyon,
> France.
>
> Tél: (+33) 4.72.20.87.87.
> Fax: (+33) 4.78.47.78.75.
> Site: http://www.lyon.cemagref.fr/
>
>