Chiming in, we need this too…
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com
-----Original Message-----
From: Alan Barrett [mailto:apb@cequrux.com]
Sent: Saturday, March 27, 2004 5:29 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allowing a ‘group’ of customers to see
certainticketsin a queue
User_A is user_a@company1.com
User_B is user_b@company1.com
User_C is c_user@another_company.com
User_A sends in a ticket - #1
User_C sends in a ticket - #2
User_B sends in a ticket - #3
Both User_A and User_B should be able to see ticket
#1 and ticket #3 but not ticket #2.
User_C should be able to see ticket #2, but not
tickets #1 and #3.
I also have this desire. And I do not want to use a separate queue
per customer. At present, I use the work-around described at
URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html,
but
it doesn’t work very well, requires an extra RT user with a password
that is shared between multiple users at the same customer site, and
requires tedious editing of scrips every time a new such group is
added.
It would be nice if it some how would be possible to grant a
group_view_right and connect tickets to a group.
Yes, and it would be nice if it didn’t need scrips.
Imagine that it was possible to grant rights to “Users in same group
as
Requestor” and “Users in same group as CC”, in much the same way as
one
currently grants rights to “Requestor” and “CC”. To prevent the
“Everyone”
group from being considered for such rights, each group could have a
flag
saying whether or not such rights would apply to this group.
Then you’d do this:
- Create a group for “customer-1”, and set the “allow rights for
users in same group” flag on this group.
- Add “user-a@customer-1” and “user-b@customer-1” to the
“customer-1”
group.
- Grant rights like See Queue, View Ticket, Update Ticket, to
“Requestor” as usual. Also grant those rights (or perhaps only
the view rights, not the update rights) to “Users in same group
as
Requestor”.
For efficiency, the implementation would probably have to keep a cache
of all user-pairs that have the in-same-group property.
–apb (Alan Barrett)
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
Doesn’t that make them privileged users, which means they can see the
comments in the tickets?
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com
-----Original Message-----
From: Todd Chapman [mailto:rt@chaka.net]
Sent: Saturday, March 27, 2004 7:37 PM
To: Alan Barrett
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allowing a ‘group’ of customers to see
certainticketsin a queue
Just create a scrip that when a ticket is created, find out what
UserDefined group the requestor belongs to and adds that
group as a Cc watcher. Then give the Cc system group the
rights you desire. Easy!
User_A is user_a@company1.com
User_B is user_b@company1.com
User_C is c_user@another_company.com
User_A sends in a ticket - #1
User_C sends in a ticket - #2
User_B sends in a ticket - #3
Both User_A and User_B should be able to see ticket
#1 and ticket #3 but not ticket #2.
User_C should be able to see ticket #2, but not
tickets #1 and #3.
I also have this desire. And I do not want to use a separate queue
per customer. At present, I use the work-around described at
URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html,
but
it doesn’t work very well, requires an extra RT user with a password
that is shared between multiple users at the same customer site, and
requires tedious editing of scrips every time a new such group is
added.
It would be nice if it some how would be possible to grant a
group_view_right and connect tickets to a group.
Yes, and it would be nice if it didn’t need scrips.
Imagine that it was possible to grant rights to “Users in same group
as
Requestor” and “Users in same group as CC”, in much the same way as
one
currently grants rights to “Requestor” and “CC”. To prevent the
“Everyone”
group from being considered for such rights, each group could have a
flag
saying whether or not such rights would apply to this group.
Then you’d do this:
- Create a group for “customer-1”, and set the “allow rights for
users in same group” flag on this group.
- Add “user-a@customer-1” and “user-b@customer-1” to the
“customer-1”
group.
- Grant rights like See Queue, View Ticket, Update Ticket, to
“Requestor” as usual. Also grant those rights (or perhaps only
the view rights, not the update rights) to “Users in same group
as
Requestor”.
For efficiency, the implementation would probably have to keep a
cache
of all user-pairs that have the in-same-group property.
–apb (Alan Barrett)
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
No. They will get whatever privileges you give to the Cc
special/system group. Try it!On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote:
Doesn’t that make them privileged users, which means they can see the
comments in the tickets?
–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com
-----Original Message-----
From: Todd Chapman [mailto:rt@chaka.net]
Sent: Saturday, March 27, 2004 7:37 PM
To: Alan Barrett
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allowing a ‘group’ of customers to see
certainticketsin a queue
Just create a scrip that when a ticket is created, find out what
UserDefined group the requestor belongs to and adds that
group as a Cc watcher. Then give the Cc system group the
rights you desire. Easy!
On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote:
On Fri, 26 Mar 2004, Oliver Marx wrote:
User_A is user_a@company1.com
User_B is user_b@company1.com
User_C is c_user@another_company.com
User_A sends in a ticket - #1
User_C sends in a ticket - #2
User_B sends in a ticket - #3
Both User_A and User_B should be able to see ticket
#1 and ticket #3 but not ticket #2.
User_C should be able to see ticket #2, but not
tickets #1 and #3.
I also have this desire. And I do not want to use a separate queue
per customer. At present, I use the work-around described at
URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html,
but
it doesn’t work very well, requires an extra RT user with a password
that is shared between multiple users at the same customer site, and
requires tedious editing of scrips every time a new such group is
added.
It would be nice if it some how would be possible to grant a
group_view_right and connect tickets to a group.
Yes, and it would be nice if it didn’t need scrips.
Imagine that it was possible to grant rights to “Users in same group
as
Requestor” and “Users in same group as CC”, in much the same way as
one
currently grants rights to “Requestor” and “CC”. To prevent the
“Everyone”
group from being considered for such rights, each group could have a
flag
saying whether or not such rights would apply to this group.
Then you’d do this:
- Create a group for “customer-1”, and set the “allow rights for
users in same group” flag on this group.
- Add “user-a@customer-1” and “user-b@customer-1” to the
“customer-1”
group.
- Grant rights like See Queue, View Ticket, Update Ticket, to
“Requestor” as usual. Also grant those rights (or perhaps only
the view rights, not the update rights) to “Users in same group
as
Requestor”.
For efficiency, the implementation would probably have to keep a
cache
of all user-pairs that have the in-same-group property.
–apb (Alan Barrett)
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
Clarification. They need to be privileged users to access RT,
right? But privilged users don’t get any rights by default.
Just give the Cc role the desired rights.
-ToddOn Sat, Mar 27, 2004 at 09:55:57PM -0500, Todd Chapman wrote:
No. They will get whatever privileges you give to the Cc
special/system group. Try it!
On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote:
Doesn’t that make them privileged users, which means they can see the
comments in the tickets?
–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com
-----Original Message-----
From: Todd Chapman [mailto:rt@chaka.net]
Sent: Saturday, March 27, 2004 7:37 PM
To: Alan Barrett
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allowing a ‘group’ of customers to see
certainticketsin a queue
Just create a scrip that when a ticket is created, find out what
UserDefined group the requestor belongs to and adds that
group as a Cc watcher. Then give the Cc system group the
rights you desire. Easy!
On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote:
On Fri, 26 Mar 2004, Oliver Marx wrote:
User_A is user_a@company1.com
User_B is user_b@company1.com
User_C is c_user@another_company.com
User_A sends in a ticket - #1
User_C sends in a ticket - #2
User_B sends in a ticket - #3
Both User_A and User_B should be able to see ticket
#1 and ticket #3 but not ticket #2.
User_C should be able to see ticket #2, but not
tickets #1 and #3.
I also have this desire. And I do not want to use a separate queue
per customer. At present, I use the work-around described at
URL:http://marc.free.net.ph/message/20031007.091742.fa8f2674.html,
but
it doesn’t work very well, requires an extra RT user with a password
that is shared between multiple users at the same customer site, and
requires tedious editing of scrips every time a new such group is
added.
It would be nice if it some how would be possible to grant a
group_view_right and connect tickets to a group.
Yes, and it would be nice if it didn’t need scrips.
Imagine that it was possible to grant rights to “Users in same group
as
Requestor” and “Users in same group as CC”, in much the same way as
one
currently grants rights to “Requestor” and “CC”. To prevent the
“Everyone”
group from being considered for such rights, each group could have a
flag
saying whether or not such rights would apply to this group.
Then you’d do this:
- Create a group for “customer-1”, and set the “allow rights for
users in same group” flag on this group.
- Add “user-a@customer-1” and “user-b@customer-1” to the
“customer-1”
group.
- Grant rights like See Queue, View Ticket, Update Ticket, to
“Requestor” as usual. Also grant those rights (or perhaps only
the view rights, not the update rights) to “Users in same group
as
Requestor”.
For efficiency, the implementation would probably have to keep a
cache
of all user-pairs that have the in-same-group property.
–apb (Alan Barrett)
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives
Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
I might also add that the Cc role can only navigate directly
to the display of individual tickets. You can give each
customer group the right to See Queue for that queue, and
they will only be able to see their own tickets, but the
totals in QuickSearch betray the fact that there are tickets
that they cannot see.
-ToddOn Sat, Mar 27, 2004 at 10:13:08PM -0500, Todd Chapman wrote:
Clarification. They need to be privileged users to access RT,
right? But privilged users don’t get any rights by default.
Just give the Cc role the desired rights.
-Todd
On Sat, Mar 27, 2004 at 09:55:57PM -0500, Todd Chapman wrote:
No. They will get whatever privileges you give to the Cc
special/system group. Try it!
On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote:
Doesn’t that make them privileged users, which means they can see the
comments in the tickets?
–
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com