[rt-users] Allowing a 'group' of customers to see certainticketsin a queue

[Kelly F. Hickel]

Chiming in, we need this too......

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com
 

> -----Original Message-----
> From: Alan Barrett [mailto:apb at cequrux.com]
> Sent: Saturday, March 27, 2004 5:29 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Allowing a 'group' of customers to see
> certainticketsin a queue
> 
> On Fri, 26 Mar 2004, Oliver Marx wrote:
> > >> 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.
> 
> I also have this desire.  And I do not want to use a separate queue
> per customer.  At present, I use the work-around described at
> <URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html>,
but
> it doesn't work very well, requires an extra RT user with a password
> that is shared between multiple users at the same customer site, and
> requires tedious editing of scrips every time a new such group is
added.
> 
> > It would be nice if it some how would be possible to grant a
> > group_view_right and connect tickets to a group.
> 
> Yes, and it would be nice if it didn't need scrips.
> 
> Imagine that it was possible to grant rights to "Users in same group
as
> Requestor" and "Users in same group as CC", in much the same way as
one
> currently grants rights to "Requestor" and "CC".  To prevent the
> "Everyone"
> group from being considered for such rights, each group could have a
flag
> saying whether or not such rights would apply to this group.
> 
> Then you'd do this:
> 
>   1. Create a group for "customer-1", and set the "allow rights for
>      users in same group" flag on this group.
>   2. Add "user-a at customer-1" and "user-b at customer-1" to the
"customer-1"
>      group.
>   3. Grant rights like See Queue, View Ticket, Update Ticket, to
>      "Requestor" as usual.  Also grant those rights (or perhaps only
>      the view rights, not the update rights) to "Users in same group
as
>      Requestor".
> 
> For efficiency, the implementation would probably have to keep a cache
> of all user-pairs that have the in-same-group property.
> 
> --apb (Alan Barrett)
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