Having multiple users logically linked together by"organization"

Jonathan,

yes.

create one staff group for your staff

per client create this:
one queue
one group
put the client employees in the client group and give your staff group
and the client group the desired rights on the
client’s queue.

The above does not help if you wish the client members to see the ticket at
all times, what happens if you escalate the ticket to a different queue?? …
Jonathan, we had the same requirement and the only solution was a dirty and
cumbersome similar to what you had suggested below …

Roy

HTH,

Jan

I’d like to have things set up such that multiple users can all be
logically linked together by their company/organization. In doing so,
I’d like all tickets created by one user who is a member of a
particular organization to be viewable by all other members of that
organization.

If that’s not clear enough, here is a for-instance:

Let’s say I have two clients - Client A and Client B. I have 4 users
set up in RT:

Users bob and john are employees of Client A
Users joe and tom are employees of Client B

If user bob creates a ticket, I’d like for john to be able to see that
ticket when he logs in, but joe and tom cannot. If user joe creates a
ticket, tom can see it, but bob and john cannot.

I’m positive that there is a way to do this, since I haven’t found
anything that RT can’t do yet. I can think of one way which is
writing a scrip that adds all users that have the same organization
value as the requestor to the CC list of a ticket and then granting
correct permissions to CCs, but that just seems dirty and cumbersome.

Thanks a bunch.

Jonathan Reeder



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Jan Algermissen
Consultant & Programmer
http://jalgermissen.com


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