[rt-users] RT and customer relations

[Ravin Mathoora]

Hi Stephan, I see that you have the same problems that I have had. In this
case there is nothing you can do with unprivileged users. 

One of the solutions that we achieved is created generic queues, so instead
of using 'customer names', using something like fault type. To avoid
customers searching the queue for all tickets, take away the search
function.

Method 2 is to alter the code so that the customers are created as
'privileged' users but only see the 'unprivileged users'. Because RT is open
source, if you do this, you have to make the source code available to
everyone. If I could program in perl, I would gladly do it.

So far these are the only 2 solutions that I have found.

Best Regards,
Ravin Mathoora
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephan
Uhlmann
Sent: 22 August 2005 16:26
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT and customer relations

Hello list,

currently our RT is accessible via only from intranet (only special email 
addresses routed into it). But now we want that customers can see their 
tickets via web, too. So we want to make the server public. But I hesitate 
because of some problems.

1) For convenience we have one queue for each customer. Now if I let 
unpriviledged users see the queues they see all our other customers, too.

2) Very often we have many different people on the customer side reporting
and 
dealing with the tickets. So different users need access to the same
tickets. 
Thus a solution like "let unprivileged users only access own tickets" is not

feasible.

My solution now would be to create one group for each customer, putting all 
users working for that customer into that group and letting only this group 
access the specific customer queue. Ideally customer users, groups an queues

could be generated/synchronized from an existing CRM database.


Now what I would like to know is, is that a good way to do it? How are other

people dealing with these problems?


Stephan