How to mimic 2.0 "at a glance" in a helpdesk-like setup

Hi RT users,
I’m trying to set up a helpdesk like setup (RT 3.6.3) with no success.
Here is what I want to do:

  1. A common queue - named “helpdesk” (this is OK, it’s up and running +
    the mail gate).
  2. User groups for every customer - containing 1 to 3 users allowed to
    create tickets on behalf of the customer, that’s OK too.
  3. I want the customers to see the tickets they created - everything
    that is not resolved. I saw in the docs that this was the default for RT
    2.0?
  4. And at last, every customer must be able to see only the tickets
    requested from it’s own group members.

How to achive this?!?
TIA

Hi RT users,
I’m trying to set up a helpdesk like setup (RT 3.6.3) with no success.
Here is what I want to do:

  1. A common queue - named “helpdesk” (this is OK, it’s up and running +
    the mail gate).
  2. User groups for every customer - containing 1 to 3 users allowed to
    create tickets on behalf of the customer, that’s OK too.
  3. I want the customers to see the tickets they created - everything
    that is not resolved. I saw in the docs that this was the default for RT
    2.0?
    If customers are not privileged they have the SelfService which suits you needs.
    Otherwise you can setup “RT At Glance” with whatever query you want. So you
    can get a page with “top X tickets where I’m watcher of any type”.
  1. And at last, every customer must be able to see only the tickets
    requested from it’s own group members.
    I described one possible solution several times, but afaik nobody
    posted it to the wiki. I don’t want to do that once again.
    Read [1], the thread even have partial solution. As well try to
    search, there is should more info.

[1] Carbon60: Managed Cloud Services

How to achive this?!?
TIA


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