[rt-users] Can you limit ticket access via CF

[Stephen Switzer]

Emmanuel,

    This is awesome, thanks for the input! I didn't think to do that. 
Does this work with the self-service interface, too?

Also, on set-up... I did these steps, creating a group called 
'Cust-AbcCompany' and adding users, but when I went to assign a group to 
the 'Company" role on a ticket:

"
     Could not find or create user 'Cust-AbcCompany'
"

What do I associate there? It's be a pain to add users to each ticket 
when the customer hires someone new, for example.

Thanks!

Steve


On 08/22/2016 08:55 AM, Emmanuel Lacour wrote:
> Le 22/08/2016 à 12:44, aixenv a écrit :
>> Hello,
>>
>> We have a situation where we would like to limit ticket access within a
>> specific queue based on CF, is that possible?
>>
>> for example, let's say the queue name is Technical-Client-Support and
>> when someone from a particular email submits a ticket it associates a CF
>> with their company name let's say "ABC Company".
>>
>> Can I limit "ABC Company" to only be able to view all tickets associated
>> within the "Technical-Client-Support" queue based on the CF that assigns
>> their company value? for all users within the company that populate the
>> custom CF with their particular company or for specific users. Say Fred
>> Jones from ABC Company as an example
>>
>> The goal here is to allow ABC Company to view all associated tickets to
>> their company.
>>
>>
> we did this years ago (using RT 4.0) but with a dirty patch ...
>
> the best will be to upgrade to 4.4 and use custom role instead of CF to
> record the ticket customer:
>
> - create groups or users for each of your customers (here we sync our
> customers companies as groups and contacts as members from our LDAP)
> - create a "custom role" named "Company"
> - grant Showticket, ... to this role in your queue rights
> - create if possible a scrip that automatically add the corresponding
> group/user as company role to the ticket, on ticket creation, based on
> the requestor
>
> this is the way we use RT now for customers support, it's very flexible
> and can be tied to your SI such as an LDAP database of customers to sync
> them and automatically set the right customer on the ticket.
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