[rt-users] Permissions by custom field

Mon Jul 14 09:47:11 EDT 2008

Hi Braam;

Its always interesting to read Todd's suggestions cause he is always 
spot on; but could n't find them in the thread , ist possible to forward 
them to the list please.
With regard to dealing with customers, our implementation here is 
exactly as you suggested, we group our customer contacts , if any of the 
contacts open a ticket (via web/mail), a scrip action add the rest of 
the customer group contacts as requestors; and a set a cf to the 
customer name(organisation), then all customer contacts can login to the 
self service interface and view/update the tickets.
This have served us well for the past few years, the only issue we get 
every now and then, is when we add a new customer contact that need 
visibility of old ticket, for this I have a perl script that crawl 
tickets looking for tickets with cf for the customer and add the new 
contact as requester.
I am not an admirer of queue per customer, my philosophy is that queues 
should represent the internal departments.

Regards;
Roy

Braam van Heerden wrote:
> Kenneth,
>
> Todd Chapman sent some suggestions I will try.   
>
> I will try to be a bit more clear in my problem statement:
>
> We have a single queue called support that handles all tickets from 
> various customers we have SLA's with.  For ease of use we decided to 
> only use a single queue and not create a queue per customer (as that 
> list fluctuates sometimes).  Also, we have certain information on what 
> packages our customers offer to their customers, and how this is 
> implemented, and all this is bound by NDA's, so it's imperative we do 
> not let one customer see the details of another customer's tickets.  To 
> differentiate tickets raised by various customers we created a Custom 
> Field that contains the name of the customer.
>
> Now, the issue is this:  CustomerA has got a number of employees: Empl1, 
> Empl2 and Empl3.  Either of them can raise a ticket, and we will respond 
> and close the ticket.  Now, some time later the COO/CEO of CustomerA 
> requires access to all tickets raised by the various employees to track 
> who has not done their job, or where contractual violations occurred.
>
> How can we grant this user access to all tickets raised by his company 
> (and tagged by a certain Custom Field), whilst not allowing him access 
> to tickets raised by other customers?
>
> Right now I am leaning towards creating a group for every customer, then 
> add the group as a Requestor/Cc for the ticket.  If I understand things 
> correctly group members should then have access to all tickets created 
> under that group, if I give ShowTicket to the group, but to no others.  
> Not sure if there's an esier way to do this, though.
>
> Thanks :)
>
> Braam van Heerden
> Conversant Systems (Pty) Ltd
> Tel: +27 11 782 2930
> Cell: +27 82 336 4643
> Skype: braamvh 
>
>
>   
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: 11 July 2008 18:39 PM
>> To: Braam van Heerden
>> Cc: rt-users at bestpractical.com
>> Subject: Re: [rt-users] Permissions by custom field
>>
>> 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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