Requestors group access

RT Users
1

Good morning,
I have a specific question from one of our customers. Let’s say, there
is a Sybase team we support: Peter, John, and Maria (unprivileged users).
When Peter creates a ticket, only Peter can see it after he logs in to
the RT. The same when John creates a ticket - only he sees it.
I’d like they can see all the tickets one of them is a requestor - but
only within their Sybase group. E.g. When Maria creates a ticket, also
Peter and John could see a status in the same way like Maria.

Is there any solution already in place, please?

Many thanks

Vaclav Vobornik
ZIT 12.2.3 System Design & Development
C O M M E R Z B A N K A G
Myslikova 31
CZ-11000 Prague

2

Vaclav,

Create a User-defined group called "Sysbase-Users". Then go to

Configuration->Queue->(select Queue “Sybase or whatever”)->Group Rights
and grant the following privileges to group “Sysbase-Users”:

* "CreateTicket"
* "SeeQueue"
* "ShowTicket"
* "ShowOutgoingEmail"
* "ShowTicketComments" * Your technical support team may NOT want
  them to have this right.

Make sure the Users for "Sysbase" tickets are in that "User" group

and there you have it. All members of that group will be able to create
and look at ALL tickets in the Queue you select. Oh, also be sure that
those users are “Privileged” users, otherwise you will not be able to
add them to a group that has privileges. Hope this helps.

Kenn
LBNLOn 5/4/2009 1:51 AM, Vaclav Vobornik wrote:

Good morning,
I have a specific question from one of our customers. Let’s say, there
is a Sybase team we support: Peter, John, and Maria (unprivileged users).
When Peter creates a ticket, only Peter can see it after he logs in to
the RT. The same when John creates a ticket - only he sees it.
I’d like they can see all the tickets one of them is a requestor - but
only within their Sybase group. E.g. When Maria creates a ticket, also
Peter and John could see a status in the same way like Maria.

Is there any solution already in place, please?

Many thanks

3

I usually suggest to use Cc for that. On create you add group X to the
Cc list of the ticket. In RT4 I hope you’ll be able to have role
“co-workers” and it would be clear. In RT3 you have to sacrifice Cc.

You can replace requestor with “his” group.

All this can be implemented with set of scrips.

To define “user’s main” group I suggest you to use Organization field
each user has, for example Organization is X then group is “X
organization”. Something like that.

Hope somebody will finally do it and publish as extension or I’ll have
to write it myself.On Mon, May 4, 2009 at 12:51 PM, Vaclav Vobornik vaclav.vobornik@commerzbank.com wrote:

Good morning,
I have a specific question from one of our customers. Let’s say, there
is a Sybase team we support: Peter, John, and Maria (unprivileged users).
When Peter creates a ticket, only Peter can see it after he logs in to
the RT. The same when John creates a ticket - only he sees it.
I’d like they can see all the tickets one of them is a requestor - but
only within their Sybase group. E.g. When Maria creates a ticket, also
Peter and John could see a status in the same way like Maria.

Is there any solution already in place, please?

Many thanks

–
Vaclav Vobornik
ZIT 12.2.3 System Design & Development
C O M M E R Z B A N K A G
Myslikova 31
CZ-11000 Prague

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Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

4

Ken,
thanks for your suggestion, but it is not what I need. They should not
see all the tickets in the queue, but only those created by their team
colleagues.
What I am thinking about is to create a user CustomField named "Team"
and fill out “Sybase” for those from the Sybase team.

Then create a scrip which will check the Custom Field of a ticket
creator user and add all the users with CustomFiled==“Sybase” as
requestors to the ticket as well (or CC and grant CC the ShowTicket
rights as Ruslan Zakirov suggested).

I know how to get the ticket Custom Field:

$self->TicketObj->FirstCustomFieldValue(‘SomeName’);

but cannot find how to get the CustomFieldValue of a current user
(creator) in a scrip. Does anybody know, please?

Many thanks
Vaclav Vobornik

Ken Crocker wrote:

5

Ken,
thanks for your suggestion, but it is not what I need. They should not
see all the tickets in the queue, but only those created by their team
colleagues.
What I am thinking about is to create a user CustomField named “Team”
and fill out “Sybase” for those from the Sybase team.

Then create a scrip which will check the Custom Field of a ticket
creator user and add all the users with CustomFiled==“Sybase” as
requestors to the ticket as well (or CC and grant CC the ShowTicket
rights as Ruslan Zakirov suggested).

I know how to get the ticket Custom Field:

$self->TicketObj->FirstCustomFieldValue(‘SomeName’);

but cannot find how to get the CustomFieldValue of a current user
(creator) in a scrip. Does anybody know, please?

$self->TransactionObj->CreatorObj->FirstCustomFieldValue(“XXX”);

I think this should work.

Many thanks

Vaclav Vobornik

Ken Crocker wrote:

Vaclav,

Create a User-defined group called "Sysbase-Users". Then go to

Configuration->Queue->(select Queue “Sybase or whatever”)->Group
Rights and grant the following privileges to group “Sysbase-Users”:

* "CreateTicket"
* "SeeQueue"
* "ShowTicket"
* "ShowOutgoingEmail"
* "ShowTicketComments" * Your technical support team may NOT want
  them to have this right.

Make sure the Users for "Sysbase" tickets are in that "User" group

and there you have it. All members of that group will be able to
create and look at ALL tickets in the Queue you select. Oh, also be
sure that those users are “Privileged” users, otherwise you will not
be able to add them to a group that has privileges. Hope this helps.

Kenn
LBNL

Good morning,
I have a specific question from one of our customers. Let’s say, there
is a Sybase team we support: Peter, John, and Maria (unprivileged users).
When Peter creates a ticket, only Peter can see it after he logs in to
the RT. The same when John creates a ticket - only he sees it.
I’d like they can see all the tickets one of them is a requestor - but
only within their Sybase group. E.g. When Maria creates a ticket, also
Peter and John could see a status in the same way like Maria.

Is there any solution already in place, please?

Many thanks

The rt-users Archives

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

Best regards, Ruslan.