How to auto add a watcher?

Hi all,

I’m very new to RT and don’t know Perl very well. I got the RT system
installed and running. I would like to change the way tickets are created
a little bit and need some help.

Environment:
Suse 10
RT 3.4.5
Apache 2.2
ModPerl 2

Goal:
Allow remote access to my RT web interface for a particular company.
However, I don’t want this user to be able to see any tickets except the
ones that were created for their company. I do not want to use a seperate
queue just for them. The SelfService module, if I can tweek it a little,
would probably be good for this.

Ideas on process:
We have a particular large customer that uses our RT system by email.
Their support requests are auto generated via emails in a Support queue.
The source email addresses are from many many different users but all have
the same domain suffix (domain1.de). Tickets from other customers are
also injected into the Support queue.

My thoughts to this point:
What I thought I might be able to do would be to parse the requestor
address for domain1.de. If an email arrives to create a NEW ticket from
anyaddress@domain1.de, then, automatically add a watcher of user1 without
sending any outgoing emails to user1. If user1 is then added to each NEW
ticket from anyuser@domain1.de, I could then allow user1 access to the web
interface. When user1 logs into the web interface, I would like to
automatically send them to the SelfService page. Since user1 is a watcher
for ALL domain1.de tickets, all the tickets for domain1.de should be
displayed. I could set user1 permissions to allow user1 to only VIEW
their tickets (correspondence only) no comments or status changes on the
tickets, etc…

Questions:
Is this a logical way to do this or is there a process, either built-in or
custom, that would achieve my goals? Since I don’t know Perl, and no one
else here does either, I was hoping that someone might be able to detail
the process that would achieve my goals?

Thanks in advance,
Dave Dales

I’m very new to RT and don’t know Perl very well. I got the RT system >installed and running. I would like to change the way tickets are created >a little bit and need some help.

Congrats! Getting it setup all on your own the first time can be an adventure.

ones that were created for their company. I do not want to use a seperate >queue just for them. The SelfService module, if I can tweek it a little, >would probably be good for this.

Why do you not want to use separate queues? Im not an RT expert, but im pretty sure that is the easiest way to achieve what you want.

Oh, if you are expecting all the tickets to come from one address, then the SelfService interface would work well. Perhaps you could hack that around a bit. Set a custom field based on the Requestor, and then hack the SelfService interface to pull everything not based on requestor (assuming that is the way it works now) and pull it based on your custom field.

Good luck.

duncan

Look at http://marc.theaimsgroup.com/?t=114360273900021&r=1&w=2On 3/31/06, David.Dales@mount10.com David.Dales@mount10.com wrote:

Hi all,

I’m very new to RT and don’t know Perl very well. I got the RT system
installed and running. I would like to change the way tickets are created a
little bit and need some help.

Environment:
Suse 10
RT 3.4.5
Apache 2.2
ModPerl 2

Goal:
Allow remote access to my RT web interface for a particular company.
However, I don’t want this user to be able to see any tickets except the
ones that were created for their company. I do not want to use a seperate
queue just for them. The SelfService module, if I can tweek it a little,
would probably be good for this.

Ideas on process:
We have a particular large customer that uses our RT system by email. Their
support requests are auto generated via emails in a Support queue. The
source email addresses are from many many different users but all have the
same domain suffix (domain1.de). Tickets from other customers are also
injected into the Support queue.

My thoughts to this point:
What I thought I might be able to do would be to parse the requestor address
for domain1.de. If an email arrives to create a NEW ticket from
anyaddress@domain1.de, then, automatically add a watcher of user1 without
sending any outgoing emails to user1. If user1 is then added to each NEW
ticket from anyuser@domain1.de, I could then allow user1 access to the web
interface. When user1 logs into the web interface, I would like to
automatically send them to the SelfService page. Since user1 is a watcher
for ALL domain1.de tickets, all the tickets for domain1.de should be
displayed. I could set user1 permissions to allow user1 to only VIEW their
tickets (correspondence only) no comments or status changes on the tickets,
etc…

Questions:
Is this a logical way to do this or is there a process, either built-in or
custom, that would achieve my goals? Since I don’t know Perl, and no one
else here does either, I was hoping that someone might be able to detail the
process that would achieve my goals?

Thanks in advance,
Dave Dales


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Best regards, Ruslan.

I’m very new to RT and don’t know Perl very well. I got the RT system >installed and running. I would like to change the way tickets are created >a little bit and need some help.

Congrats! Getting it setup all on your own the first time can be an adventure.

ones that were created for their company. I do not want to use a seperate >queue just for them. The SelfService module, if I can tweek it a little, >would probably be good for this.

Why do you not want to use separate queues? Im not an RT expert, but im pretty sure that is the easiest way to achieve what you want.
It’s easy when you work with ten companies, but that’s harder when you
work with more then 100, RT is not well suited to work with many
queues. I gave link in other response to this thread with scrip that
adds other users from requestors’ organizations to the Cc list of the
ticket. So if you grant Cc role with ShowTicket right then people from
one org would be able to see tickets that were created by other users
from the same org. This solution could be improved and extended, but
it’s really task for those who use it.

Oh, if you are expecting all the tickets to come from one address, then the SelfService interface would work well. Perhaps you could hack that around a bit. Set a custom field based on the Requestor, and then hack the SelfService interface to pull everything not based on requestor (assuming that is the way it works now) and pull it based on your custom field.

Good luck.

duncan


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

Best regards, Ruslan.