[rt-users] Permissions by custom field

[Kenneth Crocker]

Braam,


	I'm a bit confused. Your subject line mentions permissions and I don't 
see that question here. As to Custom Fields, what is the correlation 
between customer and company? Normally, I would think it was  one to 
one. However, if you are creating tickets for someone else, you can 
modify the "Requestor" to be the customer and not you. You will still be 
the "creator". Then, you can have a CF that is the company.
	Permissions would be simpler. You could grant the right to "ShowTicket" 
Globally to the "Requestor" role and that would keep your "customer" 
from seeing other "customer (Requestor)" tickets. Then you merely go to 
your Custom Field and apply it to the support queue and then go to 
"Group Rights" and grant "SeeCustomField" to Privileged. That way all 
privileged users will be able to see that field as well as the ticket in 
a queue they are privileged to access. Hope this helps.


Kenn
LBNL

On 7/11/2008 6:01 AM, Braam van Heerden wrote:
> Greetings,
> 
> After reading the permissions wiki I still can't figure out how to 
> achieve what my MD wants.  Please excuse me if this is described there.  
> I am still fairly new at RT and the permissions system.
> 
> We have a queue called Support where all our product support requests 
> from clients go into.  We also have a custom field called "Client" that 
> contains the name of the customer the ticket was raised for.  Our 
> customers can log into RT and see all the tickets they originated, but 
> some managers would like to see all the tickets generated for their 
> company.  How can we set up the permissions to achieve this?
> 
> Clients are not allowed to see other client's tickets, and we would 
> prefer not to create a queue for each customer, as this sometimes vary.
> 
> Any tips would be appreciated.  We are running RT 3.6.6.
> 
> Thanks :)
> 
> Braam van Heerden
> Conversant Systems (Pty) Ltd
> Tel: +27 11 782 2930
> Cell: +27 82 336 4643
> Skype: braamvh 
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