Can you limit ticket access via CF

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.

I’m currently running 4.2.10. I can upgrade if necessary to accomplish this
goal.

Thanks in advance

Le 22/08/2016 � 12:44, aixenv a �crit :

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.

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!

SteveOn 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.

RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training

  • Boston - October 24-26
  • Los Angeles - Q1 2017

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’

see … https://issues.bestpractical.com/Ticket/Display.html?id=32208

I still did not had time to develop this :frowning:

The workaround is to create a multi users/groups custom role instead of
a single.

If you’re able to patch a bit RT, you can easily hide this role from
Ticket/People and add a widget to choose the group from the Basic of a
ticket.

I have such a patch, but very tied to our usage and I do not recommand
to use it if you are not going to maintain it yourself for your org.