[rt-users] Complex question re tickets, custom fields, and queues

[Yan Seiner]

I think you could set the adminCC for locations A-E to the group that 
needs to see those.  Then build a "My Team" search that displays all 
tickets for which you are owner or AdminCC.

This will do what you want, I think, at least in terms of finding and 
displaying those tickets. 

Alexander Finger wrote:
> Hi Brandon,
>
> the first obvious idea would be to grant access based on custom field
> values, which is not possible.
>
> Another option would be to use a Queue per Location, having the
> disadvantage of spreading tickets over multiple queues.
>
> A third option would be to create child tickets automatically, based
> on the custom field value (and update/close the master ticket by using
> the parent/child relationship). I think that's doable and would work
> in the case as you describe it.
>
> rgds
> Alex
>
> On Sat, May 14, 2011 at 8:21 AM, Brandon Ward <bward at film-tech.com> wrote:
>   
>> v3.8.7 -
>>
>> I have a question about Queues, Tickets, and Custom Fields.  I've found
>> some info in the Wiki regarding spawning child tickets, but can't tell
>> if that's what I need to do.
>>
>> Is this possible?
>>
>> I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
>> C3).
>>
>> Tickets for clients C1 and C2 are monitored by C3.  C1 has 7 locations
>> (A, B, C, D, E, F, G).  C3 needs to see tickets for
>>
>> all locations EXCEPT for F and G.
>>
>> Is there a way to have all tickets cloned or viewable to C3 except for
>> those relating to those 2 specific locations?  The
>>
>> tickets for the C1 queue have a custom field that specifies which
>> location it's for.
>>
>> C3 will be using Self Service and should only be able to VIEW tickets
>> that pertain to them.
>>
>> Scenario:
>>
>> A call comes in to the helpdesk from C1.  A ticket is opened in the C1
>> queue.  During creation, a location is selected from
>>
>> a custom field.  If the location is A-E it needs to be viewable to C3.
>> If not, it acts like a normal ticket in any other queue.
>>
>> Can this be done via scrip or extension?
>>
>> Thanks,
>>
>> Brandon
>>
>>
>>     
>
>
>
>   


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