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

Victor Fariña Infante victor.farina at queres.es
Fri Nov 7 08:29:12 EST 2008

Hello Again

Maybe my problem is about permission model, i must read it again. Because i
need that a user can "Reply to Tickets" and view properties, but on all
configurations that i have the users can modify the "Basics" of every Ticket
on his own queue.

My permission model is as follow:
Global-> Groups:
Everyone-> CreateTicket
CC->ReplyToTicket, ShowTicket

Them i have userOfCompany1 belong to GroupCompany1 and i create a Queue
calle QueueCompany1 with the following rights:
Watchers: SupportGroup (our support people) as Administrative CC.
Group Rights:
GroupCompany1-> ShowTicket, ReplyToTicket and SeeQueue
SupportGroup-> ALL rights

Are this a common model ? or may be i am something wrong.


On Thu, Nov 6, 2008 at 7:15 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:

> Victor,
>        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.
> Kenn
> 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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>> Victor Fariña Infante
>> Responsable Tecnologías
>> Tlf. +34 981 90 90 10
>> http://www.queres.es

Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10
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