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

[Kelly F. Hickel]

Doesn't that make them privileged users, which means they can see the
comments in the tickets? 

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com
 
> -----Original Message-----
> From: Todd Chapman [mailto:rt at chaka.net]
> Sent: Saturday, March 27, 2004 7:37 PM
> To: Alan Barrett
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Allowing a 'group' of customers to see
> certainticketsin a queue
> 
> Just create a scrip that when a ticket is created, find out what
> UserDefined group the requestor belongs to and adds that
> group as a Cc watcher. Then give the Cc system group the
> rights you desire. Easy!
> 
> On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote:
> > 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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> >
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http://fsck.com/rtfm
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