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

[Sytze Boonstra]

Hello All,

Just for those interested in the solution to my problem.:

We have configured RT to have a queue per customer. Some key people from 
the customer are on the CC: list for their queue. This allows them to 
follow their colleagues. Most of the time these are the project managers 
of our customers implementation team. I have provided Selfservice access 
to these key people. and added a new SelfService/Element 
MyWatchingTickets that I copied from MyRequests.

My removing the LimitWatchers line, the user get's to see all tickets 
he/she is entitled to. His/her own tickets and all the tickets in the 
queue for which he/she is on the CC:  list.

Regards,

Sytze

Sytze Boonstra wrote:

> 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
>