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.
I’m currently running 4.2.10. I can upgrade if necessary to accomplish this
goal.
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.
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.
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.
Le 23/08/2016 � 04:09, Stephen Switzer a �crit :
Emmanuel,
This is awesome, thanks for the input! I didn’t think to do that.
Does this work with the self-service interface, too?
of course, because it uses core RT features/ACLs
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’
"
