[rt-users] Security based on custom field values?

[Kenneth Crocker]

Ed,


	If I understand this correctly, your "users" are really the ones who 
would assign a ticket? If so, then why not create a "Bucket" Queue for 
all of the tickets to be sent to initially. Only the "users" who do the 
assigning can see this queue. The look at the CF setting for the ticket, 
change it or watever and THEN, Move the ticket to the correct queue (I 
assume there are two; supplier and client). The suppliers (in one group) 
can only see tickets in the "supplier" queue and the clients (also in a 
seperate group) can only see tickets in the "client" queue. The users 
(in their own group) can see everything in all 3 queues and have 
"ModifyTicket" right. The CF is either defined globally OR not and 
applied to the appropriate queues. This last may be a consideration in 
case the installation grows in the future and the CF's are different. I 
was thinking that since the "users" are looking at the tickets anyway, 
why not just have them "select & move" the tickets where they belong. 
That way, the only modification you need to make are with rights and 
maybe a scrip or two. I try to avoid creating maintenence work when 
there is a way to do the job using the design. Just a thought.



Kenn
LBNL

On 2/11/2008 6:21 PM, Ed Matthews wrote:
> How does one securely slice "across" if you do it this way?
> So pick one variable or the other, clients or suppliers. We are a 
> contractor in the middle managing complaints, but with a workflow where 
> a complaint may need to be assigned to a supplier rep or a client at 
> some point in the process.
> Say we create queues by client. Each client would see his quick search, 
> our users could see all clients' queues as assigned.
> We could have a supplier custom field on each ticket in a client queue, 
> and we could create a custom query to run a report of complaints by 
> supplier, for all clients.
> In this setup, how would a supplier see his tickets and only his across 
> any client queue?
> 
> Many thanks,
> Ed
> 
> ----- Original Message ----
> From: Kenneth Crocker <KFCrocker at lbl.gov>
> To: Ed Matthews <g8orade at yahoo.com>
> Cc: rt-users at lists.bestpractical.com
> Sent: Monday, February 11, 2008 6:03:43 PM
> Subject: Re: [rt-users] Security based on custom field values?
> 
> Ed,
> 
> 
>     It sounds like you are using Custom Fields for the purpose of
> seperating users and their clints/tickets and that is what queues are
> for. Why not just define different queues and put tickets with certain
> CF's into those queues with their own respective support groups?
> 
> 
> Kenn
> LBNL
> 
> On 2/11/2008 12:46 PM, Ed Matthews wrote:
>  > Is it possible to set up RT with ticket user access governed by the
>  > values in custom fields? Example:
>  > Set up a queue and add 2 custom fields that are mandatory for each
>  > ticket in the queue.
>  >    * Suppliers (Single Select List of Values)
>  >    * Clients (Single Select List of Values)
>  > Set up users by giving them one or more clients and one or more carriers.
>  > Accessing the queue presents to the user only those tickets where their
>  > client and supplier user access settings intersect the values of the
>  > tickets.
>  >
>  > Sample Roles:
>  > Clients can see all tickets no matter what supplier.
>  > Suppliers can see all tickets no matter what customer.
>  > Internal users can see all tickets for the clients and carriers given
>  > them, (up to all).
>  >
>  > Thanks,
>  > Ed Matthews,
>  > g8orade at yahoo.com <mailto:g8orade at yahoo.com>
>  >
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