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

[Michael Polenske]

Hi Gerard,

 

very good hint, I found that there is already a solution.

 

http://requesttracker.wikia.com/wiki/AddSquelchedCc
<http://requesttracker.wikia.com/wiki/AddSquelchedCc> 

 

I have now to make the scrip work with my installation, currently it
seems not to work, but I will dig into it.

 

By the way - is there a debug-possibility for scrips ? 

 

 

 

Many many thanks !!

 

Cheers - Michael

 

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gerard
FENELON
Sent: Montag, 6. Juni 2011 16:06
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] "ShowTicket" for Groups that a requestor belongs
to

 

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> 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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