Ah - I should have specified a bit better
We already have queues based on product line, and a single e-mail address to
feed them - mail goes into the General queue and gets sorted by us into the
right queue. What I’m really after is some way to either manually tag
existing users as being related and able to see each other’s tickets, or to
look up the user in an external database, and then do the same.
The ultimate aim is to have Company X users be able to log in to a portal of
some sort and see information from other sources, along with a list of ‘Your
open RT tickets’ that includes their colleagues tickets. I’m hoping that
external auth will do part of that, but I don’t think it will do the
HowardFrom: “Todd Chapman” email@example.com
To: “Howard Jones” firstname.lastname@example.org
Sent: Wednesday, November 03, 2004 8:48 PM
Subject: Re: [rt-users] Grouping requestors by organisation?
Step one is to put all the users from the same organization
in the same RT group.
Two, if you can create one queue per organization then
create the queue.
Three, give the group the proper permissions on the queue.
If tickets from different organization need to be in the same
queue you will need to make the group an AdminCc on a per
ticket basis, which is either manual or could be automated
with a scrip. Then give the role AdminCc the desired permissions.
I’d like to be able to somehow group RT users from the same organisation
that they can see other tickets opened by their organisation - is there
nice built-in way to this? I guess the alternative is to somehow force
requestor address to known one, but our customer’s get confused enough
about corresponding via RT as it is
Does anyone already do something like this?
Be sure to check out the RT wiki at http://wiki.bestpractical.com