"Grouping" of unprivileged users

Hello all,

I don’t imagine that this is an uncommon problem, but I’ve poked through the
documentation, FAQ and archives and didn’t see anything that addressed this
issue…

I’ve got some customers who have ‘user’ accounts in RT (2.0.15) so that they
can review tickets they’ve submitted in the past and see status, etc. The
complaint that I get from them is that they can see only their own tickets
and not those of their co-workers.

That is, if customers X and Y work for company A then it is a reasonable
request for them to ask for the ability for customer X to see the tickets
requested by customer Y and vice-versa. Unfortunately, I see no way to
implement this in RT, except to manually add customer Y as a requestor for
customer X’s tickets and vice-versa.

So my question is:

  • Is there a way to ‘group’ users so they can see each other’s tickets
    without granting them privileges? I’ve looked into doing this by granting
    them privileges, but it seems even privileged users with few privileges can
    still see a lot of the configuration, even if they can’t change it. This
    is not acceptable for our application.

  • Is there a way that I can automatically add customer Y as a requestor to
    tickets coming from customer X?

Thanks,

Jim

hello James,

James Goss wrote:

Hello all,
So my question is:

  • Is there a way to ‘group’ users so they can see each other’s tickets
    without granting them privileges? I’ve looked into doing this by granting
    them privileges, but it seems even privileged users with few privileges can
    still see a lot of the configuration, even if they can’t change it. This
    is not acceptable for our application.

We had a similar problem and so I made an addon for grouping
unprivileged users. It is called groupservice, because the functionality
is mostly like selfservice.

Perhaps it will solve your problems too.

(hi Jesse,
could you please replace the package on the contrib server with the
appended one. It now has the long missing search functionality.)

To hide the configuration-link for the normal user, I have changed the
Tabs file. Now only user with the rights superuser or groupadmin will
see this link. This is really easy to make. Just add the following
lines:

% foreach $tab (sort keys %{$toptabs}) {
% if (($tab eq ‘D’) && $notPrivileged) { next; } <-- this
one



<%INIT>
my ($tab, $action);
my $notPrivileged = 1; <-- this
one
… <-- and
these
if ($session{‘CurrentUser’}->HasSystemRight(‘SuperUser’)||
$session{‘CurrentUser’}->HasSystemRight(‘AdminGroups’)) {
$notPrivileged = 0;
}
</%INIT>

Cheers,
Harald
Dr. Harald Koll�ra
Professional Services
fun communications GmbH
Brauerstrasse 6 76135 Karlsruhe Germany
Tel: +49 721 964480 Fax: +49 721 96448-299
email: harald.kollera@fun.de http://www.fun.de/

GroupService.README (2.08 KB)

groupservice.tar.gz (12.6 KB)

Hello all,

I don’t imagine that this is an uncommon problem, but I’ve poked through the
documentation, FAQ and archives and didn’t see anything that addressed this
issue…

I’ve got some customers who have ‘user’ accounts in RT (2.0.15) so that they
can review tickets they’ve submitted in the past and see status, etc. The
complaint that I get from them is that they can see only their own tickets
and not those of their co-workers.

That is, if customers X and Y work for company A then it is a reasonable
request for them to ask for the ability for customer X to see the tickets
requested by customer Y and vice-versa. Unfortunately, I see no way to
implement this in RT, except to manually add customer Y as a requestor for
customer X’s tickets and vice-versa.

So my question is:

  • Is there a way to ‘group’ users so they can see each other’s tickets
    without granting them privileges? I’ve looked into doing this by granting
    them privileges, but it seems even privileged users with few privileges can
    still see a lot of the configuration, even if they can’t change it. This
    is not acceptable for our application.

  • Is there a way that I can automatically add customer Y as a requestor to
    tickets coming from customer X?

Thanks,

Jim