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

[Todd Chapman]

No. They will get whatever privileges you give to the Cc
special/system group. Try it!

On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote:
> 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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