Adding users to groups to share tickets

Ok, I have been trying to figure this out for the past week. Simple problem
we have many customers that share the same queue (support), now some of our
larger customers want to be able to group their users so that they can view
all their own tickets generated by anyone in their company.

I can not find a way to do this without allowing the users to see all
tickets in the entire support queue ( This would be very bad ) as it is made
up of many competing companies. It would be a Pain to have to create a new
support queue for every customer.

Any Help would be great.

Thanks

Jason

Jason,

I can think of only 1 way. It would mean finding some way to get all 

members of a group listed as the “Requestors” for each ticket in the
queue. Then you grant “ShowTicket” to the “Requestor” role only. I’m not
sure how to get all of the members of a certain group included as
members of the Requestor role for a ticket, but that would be the way to
do it. Hope this helps.

Kenn
LBNLOn 12/4/2008 9:30 AM, Jason p wrote:

Ok, I have been trying to figure this out for the past week. Simple
problem we have many customers that share the same queue (support), now
some of our larger customers want to be able to group their users so
that they can view all their own tickets generated by anyone in their
company.

I can not find a way to do this without allowing the users to see all
tickets in the entire support queue ( This would be very bad ) as it is
made up of many competing companies. It would be a Pain to have to
create a new support queue for every customer.

Any Help would be great.

Thanks

Jason



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Jason,

   I can think of only 1 way. It would mean finding some way to get all

members of a group listed as the “Requestors” for each ticket in the queue.
Then you grant “ShowTicket” to the “Requestor” role only. I’m not sure how
to get all of the members of a certain group included as members of the
Requestor role for a ticket, but that would be the way to do it. Hope this
helps.

Kenn
LBNL

Other than adding them by hand each time they create a ticket (MAJOR PITA)
I don’t know of anyway to do what your describing. This seems like it
should be such a simple task, and that a lot of companies would want this
feature.

Jason

Jason,

   I can think of only 1 way. It would mean finding some way to get  

all
members of a group listed as the “Requestors” for each ticket in the
queue.
Then you grant “ShowTicket” to the “Requestor” role only. I’m not sure
how
to get all of the members of a certain group included as members of the
Requestor role for a ticket, but that would be the way to do it. Hope
this
helps.

Kenn
LBNL

Other than adding them by hand each time they create a ticket (MAJOR
PITA)
I don’t know of anyway to do what your describing. This seems like it
should be such a simple task, and that a lot of companies would want this
feature.


Jason

You could probably automate something through scrips, but the trouble with
using watcher roles for this is that everyone would drown in email -
people wouldn’t just be able to see their company’s tickets, they’d also
receive every correspondence.

I think RT’s intent is to implement access control at the queue level - it
would be difficult to limit access within a queue.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

Jason,

I agree with Stephen. I was only trying to address the method by which 

only a group of Requestors could see their tickets only in a queue. Yes,
you would have to write some scrips to add group members to the
Requestor role of the ticket AND, as Stephen mentioned, you would have
an awful lot of emial churned out, unless you also turned of the
Standard RT notifications and created your own. I believe it CAN be
done, but it WILL be a lot of work.

Kenn
LBNLOn 12/4/2008 10:38 AM, Stephen Turner wrote:

On Thu, 04 Dec 2008 13:29:33 -0500, Jason p voiceoveripguru@gmail.com wrote:

On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Jason,

   I can think of only 1 way. It would mean finding some way to get  

all
members of a group listed as the “Requestors” for each ticket in the
queue.
Then you grant “ShowTicket” to the “Requestor” role only. I’m not sure
how
to get all of the members of a certain group included as members of the
Requestor role for a ticket, but that would be the way to do it. Hope
this
helps.

Kenn
LBNL

Other than adding them by hand each time they create a ticket (MAJOR
PITA)
I don’t know of anyway to do what your describing. This seems like it
should be such a simple task, and that a lot of companies would want this
feature.


Jason

You could probably automate something through scrips, but the trouble with
using watcher roles for this is that everyone would drown in email -
people wouldn’t just be able to see their company’s tickets, they’d also
receive every correspondence.

I think RT’s intent is to implement access control at the queue level - it
would be difficult to limit access within a queue.

Steve

Would it be possible to customise the SelfService search to display
tickets with Requestors from the same email domain (assuming all
Requestors from the one company use the same domain)?

Gordon

Jason p wrote:

Would it be possible to customise the SelfService search to display
tickets with Requestors from the same email domain (assuming all
Requestors from the one company use the same domain)?

Gordon

Don’t allow unprivileged the ModifySelf right then? When combined with
the password script from the wiki or external auth, that right may be
unnecessary.

gordon@cryologic.com wrote:> On second thought, although this would be quite easy to implement, it leaves open the serious possibility of users changing their email address which would allow them to view tickets from other companies. Gordon gordon@cryologic.com wrote:

Would it be possible to customise the SelfService search to display
tickets with Requestors from the same email domain (assuming all
Requestors from the one company use the same domain)?

Gordon


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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati