[rt-users] User must be able to see tickets of some others

[Alex Peters]

To allow only a subset of a queue's tickets to be visible to a specific
user/group, that user/group needs to be linked to each of those tickets
individually.

You can assign queue-specific rights to users/groups, but those rights are
effective for all tickets in the queue, which is not what you desire.

Besides creating a separate queue, I think the simplest solution is to make
this user a CC for all relevant tickets and ask them to filter the mail
generated by ticket activity.

On 15 September 2014 19:37, Adrien TACQUARD <ATacquard at yellownetwork.fr>
wrote:

>  I have no identification yet but I was thinking of a group.
>
>
>
> [image: Description : cid:image001.jpg at 01CD195D.F974B280]
> *www.yellownetwork.fr* <http://www.yellownetwork.fr/>
>
>
>
> *Adrien  Tacquard*
>
> *aTacquard at yellownetwork.fr* <aTacquard at yellownetwork.fr>
>
> 66 rue du Maréchal Ney - 85000 La Roche sur Yon
> Tél. 02 51 44 81 51
> Mobile 06 47 33 73 84
>
>
>
>
>
> *De :* Alex Peters [mailto:alex at peters.net]
> *Envoyé :* lundi 15 septembre 2014 11:33
> *À :* Adrien TACQUARD
> *Cc :* rt-users at lists.bestpractical.com
> *Objet :* Re: [rt-users] User must be able to see tickets of some others
>
>
>
> A scrip would only assist you in selecting whether or not to send an
> email.  Ticket visibility itself is a rights issue.
>
>
>
> Since this customer should not see all tickets in the queue, how do you
> identify whether or not a ticket should be visible to this customer?
>
>
>
> On 15 September 2014 18:44, Adrien TACQUARD <ATacquard at yellownetwork.fr>
> wrote:
>
>  Hi everyone,
>
>
>
> We have a customer who owns multiples companies. We want him to be able to
> see their tickets in a specific queue (technical support) ; without being
> CC on every ticket (he doesn’t want to receive mails, just be able to see
> tickets). We don’t want to create another queue just for this customer.
>
>
>
> I thought of a scrip with condition “requestor is member of this group”
> but I don’t know which right should I grant.
>
>
>
> Yellow Adrien
>
>
>
> [image: Description : cid:image001.jpg at 01CD195D.F974B280]
> *www.yellownetwork.fr* <http://www.yellownetwork.fr/>
>
>
>
> *Adrien  Tacquard*
>
> *aTacquard at yellownetwork.fr <aTacquard at yellownetwork.fr>*
>
> 66 rue du Maréchal Ney - 85000 La Roche sur Yon
> Tél. 02 51 44 81 51
> Mobile 06 47 33 73 84
>
>
>
>
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
>
>
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