[rt-users] RT 3.4.4 , ACLs and privacy

[Todd Chapman]

I would be willing to help, but by the time I got to yhe
bottom of your e-mail, I was as confused as you are. :)

Maybe if you can break it down a little better we can
get it figured out.

Also, I have developed an extension called RTx::RightsMatrix that
makes it a little easier to view and edit RT rights. It's on
your favorite CPAN mirror.

-Todd

On Sat, Dec 03, 2005 at 07:03:20PM +0100, Maxime Levasseur wrote:
> Hi to the list,
> 
> Got some difficulties to understand on point regarding ACL's ( yes i 
> read wiki and yes i bought the book : ) and maybe you will provide some 
> help.
> 
> RT 3.4.4 is used.
> 
> We ve got a queue queue is called 'Issues'
> 
> Each customer ( A, B , C ) has its own login and i want theim to be able 
> to create and to have a look on their tickets through the web interface
> . They will only see the issues they submitted to the queue and i don't 
> want A to see B's tickets, C's tickets ...
> 
> A B & C belong to a group called 'Customers'
> 
> Lets' call my second group 'Staff' composed by guys who will have to 
> answer tickets.
> 
> I defined the following rights for the Customers Queue :
> 
> A- System Groups / Privileged : Create ticket - Reply to ticket - See queue
> 
> B- Roles / Requestor Rights => See Queue - Show ticket - Reply to ticket
> 
> C- User Defined groups / Customers ==> See Queue - Create tickets.
> 
> D- User Defined groups / Staff ==> Comment + Create + Delete + Modify + 
> Own + Show MAil + Show ticket + Show ticket comments + Steal tickets + 
> Take tickets
> 
> Scenario :
> 
> Customer A creates a ticket viewable only by himself + staff ( normal 
> behaviour )
> 
> Once a staff member took the ticket to work on it, we can see  ' Owner 
> changed from Nobody to staff ' in th TT history ( normal behaviour too)
> 
> Problem : Customer A does not see its ticket anymore in the inferface. 
> If the staff member changes the owner to 'Nobody', the ticket becomes 
> viewable again for 'A'.
> 
> If i change User Defined groups / Customers ==> See Queue - Create 
> tickets to ==> See Queue + Create tickets + See Ticket, 'A' will see its 
> ticket again and others tickets too ... and this becomes a problem.
> 
> Any help will be appreciated
> 
> Best Regards
> 
> Max.
> 
> Merry Christmas !
> 
> 
> 
> 
> 
> 
> 
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