Prevent users of a group from seeing the tickets of the another group on the same queue

Hi,

I would like to provide support for several departments (initially 2,
more will come). I’ve had a look at the Rights entry in the wiki, so my
structure is like:

-Privileged
–Support Team
–Customers
—CustomerDept1
----CustomerDept1Managers
—CustomerDept2
----CustomerDept2Managers

I just need one support team right now, and there might be subgroups
inside, but that’s not important right now.

The point is that the managers of those customer departments should be
able to see only those tickets in the queue created by users of the
CustomerDept group (CustomerDept2Managers must not see tickets created
by users in CustomerDept1, not even listed in the queue).

As there’ll be many queues, cloning the queues for each department is
a no-go.

So, is there a way to achieve this?

Thanks in advance,

Guillermo Miranda.

Guillermo,

Can I assume that there will be a separate Queue for each department?

Kenn
LBNLOn Wed, Dec 1, 2010 at 1:00 AM, Guillermo Miranda gmiranda@lsi.upc.eduwrote:

Hi,

I would like to provide support for several departments (initially 2,
more will come). I’ve had a look at the Rights entry in the wiki, so my
structure is like:

-Privileged
–Support Team
–Customers
—CustomerDept1
----CustomerDept1Managers
—CustomerDept2
----CustomerDept2Managers

I just need one support team right now, and there might be subgroups
inside, but that’s not important right now.

The point is that the managers of those customer departments should be
able to see only those tickets in the queue created by users of the
CustomerDept group (CustomerDept2Managers must not see tickets created
by users in CustomerDept1, not even listed in the queue).

As there’ll be many queues, cloning the queues for each department is
a no-go.

So, is there a way to achieve this?

Thanks in advance,


Guillermo Miranda.

Can I assume that there will be a separate Queue for each department?

Kenn, he ruled that out explicitly.

Guillermo - I suspect you’ll need to do the technique where you say
"Requestors and CCs can see tickets" rather than “Privileged can see
all tickets in the queue” and then scrip that when someone requests a
ticket, their managers are added as Ccs.

There has been past discussion of this that should be available in the
list archives.

-kevin

You are right Kevin, that’s what I meant.

I will try that approach, thank you very much.

Regards,
Guillermo.