[rt-users] Allow a corporate to view all tickets of her employees

Kenneth Crocker KFCrocker at lbl.gov
Thu Nov 6 13:15:41 EST 2008


	Having all the initial requests in one queue is STILL not a problem. 
For example, the customers have different ID's, therefore are different 
Requestors. If you grant the "ShowTicket" right to the Requestor role, 
instead of Everyone or Privileged or Unprivileged, then ONLY the 
Requestor of their own ticket can SEE those tickets in a queue. To 
further refine that idea, put all the requestors from one company in 1 
group and grant the appropriate rights to THAT group, instead of 
Requestors or Everyone or Privileged or Unprivileged. That's how we do 
it. Actually, we have one queue that acts as the FIRST or REPOSITORY 
queue for requests that come in INITIALLY, and not everyone can see 
those. Just the groups that are allowed. So, I think that what you want 
to do can be done several different ways, depending on how to grant the 
rights. One queue CAN work. Multiple queues WILL work. It all depends on 
the kind of maintenance you want to get involved in and your 
infrastructure procedures. Hope this helps.


On 11/6/2008 2:04 AM, Victor Fariña Infante wrote:
> Hello
> Thanks for the fast reply ;-).
> I am a newby at RT so it may sound strange, but if we do that, the users 
> from one company can see Tickets from another company because I have all 
> "Support" Tickets on the same Queue. I think that the solution could be 
> to create a Queue per customer but i don't know if this is a good approach.
> Is this the correct way ?
> Regards
> On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
>     Victor,
>            Put all those users in the same group and grant
>     "CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the
>     group for that Queue. That should do it. I'd save the "Modifyticket"
>     for the people that actually do the work on the ticket. Hope this helps.
>     Kenn
>     LBNL
>     On 11/5/2008 4:43 AM, Victor Fariña Infante wrote:
>         Hello,
>         I am using RT for about 3 months, and we like it a lot.
>         Our problem is that we have 3 possible Ticket Openers (all from
>         the same company) and when one login on the web inetrface can
>         only see his own tickets, I would like that every contact of a
>         company can see all Tickets from the users from his company.
>         Is this possible ??
>         Thanks
>         -- 
>         Victor Fariña Infante
>         Responsable Tecnologías
>         Tlf. +34 981 90 90 10
>         http://www.queres.es
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