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

[Alex Peters]

Yes, you could use a scrip to watch for Requestor additions and assign CCs
as needed.

I expect that such a scrip would require the existence of two RT groups:

   1. *Automatic CC Requestor*—contains users whose tickets should be
   monitored; and
   2. *Automatic CC Watcher*—contains users who should be assigned as CCs
   to those tickets.

When running, a robust scrip would need to:

   1. confirm that a ticket creation or Requestor addition has occurred
   before proceeding;
   2. confirm that the Automatic CC Watcher group is not already a CC
   before proceeding;
   3. obtain a list of the ticket's current Requestor users/groups;
   4. recursively search these users/groups for membership within Automatic
   CC Requestor group; and
   5. add the Automatic CC Watcher group as a CC if any such memberships
   were found.

Adjusting relevant users would simply involve adjusting membership within
the above two groups.

I attempted to write the action code for the robust version but failed,
because I don't have the expertise at this time to recursively scan the
Requestor users/groups in the correct manner.  Maybe someone else on the
list can assist.

A simpler, more fragile scrip could probably just search a ticket's
Requestor email addresses, but such a scrip would require modification with
every user addition/deletion.

On 15 September 2014 19:53, Adrien TACQUARD <ATacquard at yellownetwork.fr>
wrote:

>  Thank you a lot for your quick answers.
>
>
>
> Do you think it’s possible to make someone automatic CC for specific users
> ? Like a scrip checking the group of the requestor and auto assign CC (like
> in this thread : http://www.gossamer-threads.com/lists/rt/users/63905 ) ?
>
>
>
>
>
> [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 11:49
> *À :* rt-users at lists.bestpractical.com
> *Cc :* Adrien TACQUARD
>
> *Objet :* Re: [rt-users] User must be able to see tickets of some others
>
>
>
> 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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