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

[Kenneth Crocker]

Michael,

RT allows for multiple Requestors on a ticklet. So I would do the following:

1) Put each set of company employees into a separate Group.
2) Create a scrip that (upon ticket creation) finds the group that the
Requestor is in and add the rest of that group's members as Requestors for
that ticket. That last part would be similar to the code that add's "Cc's"
to the list of ticket "Cc's".

Now, your *original privilege* of "ShowTicket" for Requestors only (at the
Global level)  will work as originally desired.

I'm sure someone out there has some code like this. If not, I have some code
that checks for group membership and some other code that add *group members
* to the "Cc" list. We can put those two together.

Kenn
LBNL

On Mon, Jun 6, 2011 at 6:04 AM, Michael Polenske <
Michael.Polenske at skm-skyline.de> 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> wrote:
>
> Hi there,
>
>
>
> I work now for years with RT, but before as user not as admin J Now 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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