Allow a corporate to view all tickets of her employees

Victor_Farina_Infant · November 5, 2008, 12:43pm

Hello,
I am using RT for about 3 months, and we like it a lot.
Our problem is that we have 3 possible Ticket Openers (all from the same
company) and when one login on the web inetrface can only see his own
tickets, I would like that every contact of a company can see all Tickets
from the users from his company.

Is this possible ??

Thanks

Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10

Kenn_Crocker · November 5, 2008, 4:41pm

Victor,

Put all those users in the same group and grant "CreateTicket",

“ReplyToTicket”, "SeeQueue, “ShowTicket” for the group for that Queue.
That should do it. I’d save the “Modifyticket” for the people that
actually do the work on the ticket. Hope this helps.

Kenn
LBNLOn 11/5/2008 4:43 AM, Victor Fariï¿½a Infante wrote:

Hello,
I am using RT for about 3 months, and we like it a lot.
Our problem is that we have 3 possible Ticket Openers (all from the same
company) and when one login on the web inetrface can only see his own
tickets, I would like that every contact of a company can see all
Tickets from the users from his company.

Is this possible ??

Thanks

–
Victor Fariï¿½a Infante
Responsable Tecnologï¿½as
Tlf. +34 981 90 90 10
http://www.queres.es

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Victor_Farina_Infant · November 6, 2008, 10:04am

Hello
Thanks for the fast reply ;-).
I am a newby at RT so it may sound strange, but if we do that, the users
from one company can see Tickets from another company because I have all
“Support” Tickets on the same Queue. I think that the solution could be to
create a Queue per customer but i don’t know if this is a good approach.
Is this the correct way ?

RegardsOn Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Victor,
   Put all those users in the same group and grant "CreateTicket",
“ReplyToTicket”, "SeeQueue, “ShowTicket” for the group for that Queue. That
should do it. I’d save the “Modifyticket” for the people that actually do
the work on the ticket. Hope this helps.

Kenn
LBNL

On 11/5/2008 4:43 AM, Victor Fariña Infante wrote:

Hello,
I am using RT for about 3 months, and we like it a lot.
Our problem is that we have 3 possible Ticket Openers (all from the same
company) and when one login on the web inetrface can only see his own
tickets, I would like that every contact of a company can see all Tickets
from the users from his company.

Is this possible ??

Thanks

–
Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10
http://www.queres.es

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com

Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10

Kenn_Crocker · November 6, 2008, 6:15pm

Victor,

Having all the initial requests in one queue is STILL not a problem.

For example, the customers have different ID’s, therefore are different
Requestors. If you grant the “ShowTicket” right to the Requestor role,
instead of Everyone or Privileged or Unprivileged, then ONLY the
Requestor of their own ticket can SEE those tickets in a queue. To
further refine that idea, put all the requestors from one company in 1
group and grant the appropriate rights to THAT group, instead of
Requestors or Everyone or Privileged or Unprivileged. That’s how we do
it. Actually, we have one queue that acts as the FIRST or REPOSITORY
queue for requests that come in INITIALLY, and not everyone can see
those. Just the groups that are allowed. So, I think that what you want
to do can be done several different ways, depending on how to grant the
rights. One queue CAN work. Multiple queues WILL work. It all depends on
the kind of maintenance you want to get involved in and your
infrastructure procedures. Hope this helps.

Kenn
LBNLOn 11/6/2008 2:04 AM, Victor Fariï¿½a Infante wrote:

Hello
Thanks for the fast reply ;-).
I am a newby at RT so it may sound strange, but if we do that, the users
from one company can see Tickets from another company because I have all
“Support” Tickets on the same Queue. I think that the solution could be
to create a Queue per customer but i don’t know if this is a good approach.
Is this the correct way ?

Regards

On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov> wrote:

Victor,


       Put all those users in the same group and grant
"CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the
group for that Queue. That should do it. I'd save the "Modifyticket"
for the people that actually do the work on the ticket. Hope this helps.


Kenn
LBNL


On 11/5/2008 4:43 AM, Victor Fariï¿½a Infante wrote:

    Hello,
    I am using RT for about 3 months, and we like it a lot.
    Our problem is that we have 3 possible Ticket Openers (all from
    the same company) and when one login on the web inetrface can
    only see his own tickets, I would like that every contact of a
    company can see all Tickets from the users from his company.

    Is this possible ??

    Thanks

    -- 
    Victor Fariï¿½a Infante
    Responsable Tecnologï¿½as
    Tlf. +34 981 90 90 10
    http://www.queres.es


    ------------------------------------------------------------------------

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    Commercial support: sales@bestpractical.com
    <mailto:sales@bestpractical.com>


    Discover RT's hidden secrets with RT Essentials from O'Reilly
    Media. Buy a copy at http://rtbook.bestpractical.com

–
Victor Fariï¿½a Infante
Responsable Tecnologï¿½as
Tlf. +34 981 90 90 10
http://www.queres.es

Victor_Farina_Infant · November 7, 2008, 1:29pm

Hello Again

Maybe my problem is about permission model, i must read it again. Because i
need that a user can “Reply to Tickets” and view properties, but on all
configurations that i have the users can modify the “Basics” of every Ticket
on his own queue.

My permission model is as follow:
Global-> Groups:
Everyone-> CreateTicket
CC->ReplyToTicket, ShowTicket

Them i have userOfCompany1 belong to GroupCompany1 and i create a Queue
calle QueueCompany1 with the following rights:
Watchers: SupportGroup (our support people) as Administrative CC.
Group Rights:
GroupCompany1-> ShowTicket, ReplyToTicket and SeeQueue
SupportGroup-> ALL rights

Are this a common model ? or may be i am something wrong.

ThanksOn Thu, Nov 6, 2008 at 7:15 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Victor,
   Having all the initial requests in one queue is STILL not a problem.
For example, the customers have different ID’s, therefore are different
Requestors. If you grant the “ShowTicket” right to the Requestor role,
instead of Everyone or Privileged or Unprivileged, then ONLY the Requestor
of their own ticket can SEE those tickets in a queue. To further refine that
idea, put all the requestors from one company in 1 group and grant the
appropriate rights to THAT group, instead of Requestors or Everyone or
Privileged or Unprivileged. That’s how we do it. Actually, we have one queue
that acts as the FIRST or REPOSITORY queue for requests that come in
INITIALLY, and not everyone can see those. Just the groups that are allowed.
So, I think that what you want to do can be done several different ways,
depending on how to grant the rights. One queue CAN work. Multiple queues
WILL work. It all depends on the kind of maintenance you want to get
involved in and your infrastructure procedures. Hope this helps.

Kenn
LBNL

On 11/6/2008 2:04 AM, Victor Fariña Infante wrote:
Hello
Thanks for the fast reply ;-).
I am a newby at RT so it may sound strange, but if we do that, the users
from one company can see Tickets from another company because I have all
“Support” Tickets on the same Queue. I think that the solution could be to
create a Queue per customer but i don’t know if this is a good approach.
Is this the correct way ?

Regards

On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker <KFCrocker@lbl.gov<mailto: KFCrocker@lbl.gov>> wrote:

Victor,
      Put all those users in the same group and grant
“CreateTicket”, “ReplyToTicket”, "SeeQueue, “ShowTicket” for the
group for that Queue. That should do it. I’d save the “Modifyticket”
for the people that actually do the work on the ticket. Hope this
helps.

Kenn
LBNL

On 11/5/2008 4:43 AM, Victor Fariña Infante wrote:
   Hello,
   I am using RT for about 3 months, and we like it a lot.
   Our problem is that we have 3 possible Ticket Openers (all from
   the same company) and when one login on the web inetrface can
   only see his own tickets, I would like that every contact of a
   company can see all Tickets from the users from his company.

   Is this possible ??

   Thanks

   --        Victor Fariña Infante
   Responsable Tecnologías
   Tlf. +34 981 90 90 10
   http://www.queres.es
   _______________________________________________
   http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

   Community help: http://wiki.bestpractical.com
   Commercial support: sales@bestpractical.com
   <mailto:sales@bestpractical.com>


   Discover RT's hidden secrets with RT Essentials from O'Reilly
   Media. Buy a copy at http://rtbook.bestpractical.com
–
Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10
http://www.queres.es

Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10