[rt-users] "ShowTicket" for Groups that a requestor belongs to

[Gerard FENELON]

Hi

I would create a group for each company
then I would wite a scrip to add a Group as Cc to the ticket at creation 
time
depending on some characteristics of the Requestor.
For example, if the Organization of the Requestor is "Yoyodine"
then add group "Yoyodine".
Finally give the appropriate rights to the Cc group.

Gerard

On 2011-06-06 15:04, Michael Polenske wrote:
>
> Hi Kenneth,
>
> thanks for your hint. Unfortunately this will not cover my problem. 
> Maybe I should explain it a little bit more:
>
> -we have a queue called support
>
> -~20 companies are able to submit tickets to this queue
>
> -All companies have 2-3 employees who can submit tickets for their company
>
> -Currently every company has only _/one/_ user to login into RT to 
> submit tickets for their company
>
> -Every company can only see their submitted tickets (CreateTicket and 
> SeeQueue or Privileged Users, ShowTicket for Requestor)
>
> Now we got request that every employee for every company should have 
> their own account to RT to submit ticket (to clarify who in the 
> customers company is owner of the ticket). Now problem at all, but now 
> every user of one company should see all tickets of the other users of 
> their company, just in case that someone is on vacation etc.
>
> If I follow your solution (open a group, move the employees in this 
> group and give ShowTicket to this group) they can see ALL tickets -- 
> not only the tickets for their group. Maybe a solution like "Requestor 
> Group" will cover my problem -- I have no idea who to establish 
> something like that ....
>
> Hope this clarifies my problem a little bit more J
>
> Thanks a lot and best regards,
>
> Michael
>
> *From:*rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Kenneth Crocker
> *Sent:* Freitag, 3. Juni 2011 19:07
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] "ShowTicket" for Groups that a requestor 
> belongs to
>
> Michael,
>
> Create a User-defined Group, put those individuals that need those 
> rights to the Queue into that group, then go to Config->Queues(select 
> the Queue)->Group rights and find that group and give the the rights 
> they need. That way, the Global rights you gave to Requestors remains, 
> but for that particular Queue, any member of this new group will have 
> the rights you granted.
>
> Kenn
> LBNL
>
> On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske 
> <Michael.Polenske at skm-skyline.de 
> <mailto:Michael.Polenske at skm-skyline.de>> wrote:
>
> Hi there,
>
> I work now for years with RT, but before as user not as admin JNow our 
> admin left and I have to takeover some tasks.
>
> One of the urgent one's I am not able to fix, maybe you can help.
>
> Situation:
>
> One Support-Queue, some users can submit tickets to and can see only 
> their tickets (ShowTicket only for group requestor). But now we have 
> to change it that way, that some user can belong to a group, and this 
> group needs to see all tickets submitted by members of this group -- 
> nothing more, nothing less.
>
> Any idea how to handle this ?
>
> Thanks a lot and have a nice weekend -- Michael
>

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