[rt-users] RT 3.4.4 , ACLs and privacy

Maxime Levasseur maxime.levasseur at b3g-telecom.com
Sat Dec 3 14:49:45 EST 2005

> 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.

In fact RTx::RightsMatrix was already installed on my box (great 
tool,thx for it ).

Gonna try to explain it shortly :

Got only one queue : Issues
Got 2 groups : Tech Staff and Customers ( 3 members : A, B, C )
When A opens a ticket in the Queue 'Issues', i don't want B C to see it. 
Same thing for the others. Off course 'Tech Staff' members must see 
tickets from A B C to be able to work on it.

With the ACL's described in my last post, it works but i got a problem.

The main one is when a freshly opened ticket ( owned by nobody ) is 
taken in charge by a Tech Staff Member ( at this moment it becomes 
'owned by techstaff '). From the web interface, the ticket becomes 
invisible from customer A ( = the requestor ). The only solution to make 
it visible again is to change the owner from 'techstaff' to 'nobody'

When a ticket must be keeped by the tech support during a few hours or a 
couple of weeks :) , the customer must be able to track iton the web.

Thanks again for your help.


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