[rt-users] LimitWatchers to check on Queue CC:

[Sytze Boonstra]

Hello All,

I have introduced Request Tracker in our company as helpdesk tool about 
half a year ago. We have started with the email interface available for 
our customers only, but are currently considering opening the web 
interface.

The problem we are facing with the web interface is that our customers 
are IT departments where multiple people work on the same project. We 
would like these multiple people of the same customer to see the tickets 
of their colleagues. In order to do that I have created a new 
SelfService/Element, called MyCCTickets. It is a copy of 
SelfService/Elements/MyRequest and contains two changes:
* The titlte states "[status] tickets that I watch" in stead of "My 
"[status] request"".
* I have changed the line

   $MyTickets->LimitWatcher(TYPE =>'Requestor',VALUE => 
$session{'CurrentUser'}->EmailAddress);

into

   $MyTickets->LimitWatcher(TYPE =>'Cc',VALUE => 
$session{'CurrentUser'}->EmailAddress);

This works quite fine. People at our customer that CC: their colleagues 
at the email sent to our helpdesk (we have the email gateway configured 
to automatically create the CC: list) offer their colleagues a view at 
their tickets.

I have also set some key people at our customer (typically their project 
managers) on the CC: list for their customer Queue. (We have Request 
Tracker organized such that there is a queue per customer). What I hoped 
for is that these people would now automatically see all the tickets in 
the queue for which they are on the CC list via the MyCCTickets element. 
This however is not true.

So therefor my question. Is it possible for non priviledged users to see 
the tickets for which they are indirectly on the CC: list (namely via 
the CC: list of the queue in which the ticket resides) and if so what 
should I do/change? Is it other use of the LimitWatchers call in the 
html element, or do I need to create/change some Perl code in Tickets.pm?

Thanks in advance

Sytze Boonstra