Security based on custom field values?

Is it possible to set up RT with ticket user access governed by the values in custom fields? Example:
Set up a queue and add 2 custom fields that are mandatory for each ticket in the queue.

  • Suppliers (Single Select List of Values)
  • Clients (Single Select List of Values)
    Set up users by giving them one or more clients and one or more carriers.
    Accessing the queue presents to the user only those tickets where their client and supplier user access settings intersect the values of the tickets.

Sample Roles:
Clients can see all tickets no matter what supplier.
Suppliers can see all tickets no matter what customer.
Internal users can see all tickets for the clients and carriers given them, (up to all).

Thanks,
Ed Matthews,
g8orade@yahoo.com

Never miss a thing. Make Yahoo your home page.

Ed,

It sounds like you are using Custom Fields for the purpose of 

seperating users and their clints/tickets and that is what queues are
for. Why not just define different queues and put tickets with certain
CF’s into those queues with their own respective support groups?

Kenn
LBNLOn 2/11/2008 12:46 PM, Ed Matthews wrote:

Is it possible to set up RT with ticket user access governed by the
values in custom fields? Example:
Set up a queue and add 2 custom fields that are mandatory for each
ticket in the queue.

  • Suppliers (Single Select List of Values)
  • Clients (Single Select List of Values)
    Set up users by giving them one or more clients and one or more carriers.
    Accessing the queue presents to the user only those tickets where their
    client and supplier user access settings intersect the values of the
    tickets.

Sample Roles:
Clients can see all tickets no matter what supplier.
Suppliers can see all tickets no matter what customer.
Internal users can see all tickets for the clients and carriers given
them, (up to all).

Thanks,
Ed Matthews,
g8orade@yahoo.com


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How does one securely slice “across” if you do it this way?
So pick one variable or the other, clients or suppliers. We are a contractor in the middle managing complaints, but with a workflow where a complaint may need to be assigned to a supplier rep or a client at some point in the process.
Say we create queues by client. Each client would see his quick search, our users could see all clients’ queues as assigned.
We could have a supplier custom field on each ticket in a client queue, and we could create a custom query to run a report of complaints by supplier, for all clients.
In this setup, how would a supplier see his tickets and only his across any client queue?

Many thanks,
EdFrom: Kenneth Crocker KFCrocker@lbl.gov
To: Ed Matthews g8orade@yahoo.com
Cc: rt-users@lists.bestpractical.com
Sent: Monday, February 11, 2008 6:03:43 PM
Subject: Re: [rt-users] Security based on custom field values?

Ed,

It
sounds
like
you
are
using
Custom
Fields
for
the
purpose
of
seperating
users
and
their
clints/tickets
and
that
is
what
queues
are
for.
Why
not
just
define
different
queues
and
put
tickets
with
certain
CF’s
into
those
queues
with
their
own
respective
support
groups?

Kenn
LBNL

Is
it
possible
to
set
up
RT
with
ticket
user
access
governed
by
the

values
in
custom
fields?
Example:

Set
up
a
queue
and
add
2
custom
fields
that
are
mandatory
for
each

ticket
in
the
queue.

Suppliers
(Single
Select
List
of
Values)

Clients
(Single
Select
List
of
Values)

Set
up
users
by
giving
them
one
or
more
clients
and
one
or
more
carriers.

Accessing
the
queue
presents
to
the
user
only
those
tickets
where
their

client
and
supplier
user
access
settings
intersect
the
values
of
the

tickets.

Sample
Roles:

Clients
can
see
all
tickets
no
matter
what
supplier.

Suppliers
can
see
all
tickets
no
matter
what
customer.

Internal
users
can
see
all
tickets
for
the
clients
and
carriers
given

them,
(up
to
all).

Thanks,

Ed
Matthews,

g8orade@yahoo.com

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a
better
friend,
newshound,
and
know-it-all
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help:
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support:
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RT’s
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secrets
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RT
Essentials
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O’Reilly
Media.

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Ed,

If I understand this correctly, your "users" are really the ones who 

would assign a ticket? If so, then why not create a “Bucket” Queue for
all of the tickets to be sent to initially. Only the “users” who do the
assigning can see this queue. The look at the CF setting for the ticket,
change it or watever and THEN, Move the ticket to the correct queue (I
assume there are two; supplier and client). The suppliers (in one group)
can only see tickets in the “supplier” queue and the clients (also in a
seperate group) can only see tickets in the “client” queue. The users
(in their own group) can see everything in all 3 queues and have
“ModifyTicket” right. The CF is either defined globally OR not and
applied to the appropriate queues. This last may be a consideration in
case the installation grows in the future and the CF’s are different. I
was thinking that since the “users” are looking at the tickets anyway,
why not just have them “select & move” the tickets where they belong.
That way, the only modification you need to make are with rights and
maybe a scrip or two. I try to avoid creating maintenence work when
there is a way to do the job using the design. Just a thought.

Kenn
LBNLOn 2/11/2008 6:21 PM, Ed Matthews wrote:

How does one securely slice “across” if you do it this way?
So pick one variable or the other, clients or suppliers. We are a
contractor in the middle managing complaints, but with a workflow where
a complaint may need to be assigned to a supplier rep or a client at
some point in the process.
Say we create queues by client. Each client would see his quick search,
our users could see all clients’ queues as assigned.
We could have a supplier custom field on each ticket in a client queue,
and we could create a custom query to run a report of complaints by
supplier, for all clients.
In this setup, how would a supplier see his tickets and only his across
any client queue?

Many thanks,
Ed

----- Original Message ----
From: Kenneth Crocker KFCrocker@lbl.gov
To: Ed Matthews g8orade@yahoo.com
Cc: rt-users@lists.bestpractical.com
Sent: Monday, February 11, 2008 6:03:43 PM
Subject: Re: [rt-users] Security based on custom field values?

Ed,

It sounds like you are using Custom Fields for the purpose of

seperating users and their clints/tickets and that is what queues are
for. Why not just define different queues and put tickets with certain
CF’s into those queues with their own respective support groups?

Kenn
LBNL

On 2/11/2008 12:46 PM, Ed Matthews wrote:

Is it possible to set up RT with ticket user access governed by the
values in custom fields? Example:
Set up a queue and add 2 custom fields that are mandatory for each
ticket in the queue.

  • Suppliers (Single Select List of Values)
  • Clients (Single Select List of Values)
    Set up users by giving them one or more clients and one or more carriers.
    Accessing the queue presents to the user only those tickets where their
    client and supplier user access settings intersect the values of the
    tickets.

Sample Roles:
Clients can see all tickets no matter what supplier.
Suppliers can see all tickets no matter what customer.
Internal users can see all tickets for the clients and carriers given
them, (up to all).

Thanks,
Ed Matthews,
g8orade@yahoo.com mailto:g8orade@yahoo.com


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The rt-users Archives

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Commercial support: sales@bestpractical.com
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Buy a copy at http://rtbook.bestpractical.com


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This might do it.
Create ticket from Client in Bucket queue with Business owner.Business owner assigns cf values, assigns new Supplier queue, new Supplier owner.Supplier Owner performs work, sets owner back to Business Owner.Business owner sets status, assigns Client queue as needed. Since the queue changes, Clients and Suppliers would not have awareness of tickets outside of their queue (history), only of open items when they exist in their queue, but we may be able to run reports for various groups as needed from the cf field values, and distribute them.

We’ll see if we can build on this idea. Thanks.
Ed Matthews
g8orade@yahoo.comFrom: Kenneth Crocker KFCrocker@lbl.gov
To: Ed Matthews g8orade@yahoo.com
Cc: rt-users@lists.bestpractical.com
Sent: Tuesday, February 12, 2008 2:40:12 PM
Subject: Re: [rt-users] Security based on custom field values?

Ed,

If
I
understand
this
correctly,
your
“users”
are
really
the
ones
who
would
assign
a
ticket?
If
so,
then
why
not
create
a
“Bucket”
Queue
for
all
of
the
tickets
to
be
sent
to
initially.
Only
the
“users”
who
do
the
assigning
can
see
this
queue.
The
look
at
the
CF
setting
for
the
ticket,
change
it
or
watever
and
THEN,
Move
the
ticket
to
the
correct
queue
(I
assume
there
are
two;
supplier
and
client).
The
suppliers
(in
one
group)
can
only
see
tickets
in
the
“supplier”
queue
and
the
clients
(also
in
a
seperate
group)
can
only
see
tickets
in
the
“client”
queue.
The
users
(in
their
own
group)
can
see
everything
in
all
3
queues
and
have
“ModifyTicket”
right.
The
CF
is
either
defined
globally
OR
not
and
applied
to
the
appropriate
queues.
This
last
may
be
a
consideration
in
case
the
installation
grows
in
the
future
and
the
CF’s
are
different.
I
was
thinking
that
since
the
“users”
are
looking
at
the
tickets
anyway,
why
not
just
have
them
“select
&
move”
the
tickets
where
they
belong.
That
way,
the
only
modification
you
need
to
make
are
with
rights
and
maybe
a
scrip
or
two.
I
try
to
avoid
creating
maintenence
work
when
there
is
a
way
to
do
the
job
using
the
design.
Just
a
thought.

Kenn
LBNL

How
does
one
securely
slice
“across”
if
you
do
it
this
way?

So
pick
one
variable
or
the
other,
clients
or
suppliers.
We
are
a

contractor
in
the
middle
managing
complaints,
but
with
a
workflow
where

a
complaint
may
need
to
be
assigned
to
a
supplier
rep
or
a
client
at

some
point
in
the
process.

Say
we
create
queues
by
client.
Each
client
would
see
his
quick
search,

our
users
could
see
all
clients’
queues
as
assigned.

We
could
have
a
supplier
custom
field
on
each
ticket
in
a
client
queue,

and
we
could
create
a
custom
query
to
run
a
report
of
complaints
by

supplier,
for
all
clients.

In
this
setup,
how
would
a
supplier
see
his
tickets
and
only
his
across

any
client
queue?

Many
thanks,

Ed

Original
Message

From:
Kenneth
Crocker
KFCrocker@lbl.gov

To:
Ed
Matthews
g8orade@yahoo.com

Cc:
rt-users@lists.bestpractical.com

Sent:
Monday,
February
11,
2008
6:03:43
PM

Subject:
Re:
[rt-users]
Security
based
on
custom
field
values?

Ed,

It
sounds
like
you
are
using
Custom
Fields
for
the
purpose
of

seperating
users
and
their
clints/tickets
and
that
is
what
queues
are

for.
Why
not
just
define
different
queues
and
put
tickets
with
certain

CF’s
into
those
queues
with
their
own
respective
support
groups?

Kenn

LBNL

Is
it
possible
to
set
up
RT
with
ticket
user
access
governed
by
the

values
in
custom
fields?
Example:

Set
up
a
queue
and
add
2
custom
fields
that
are
mandatory
for
each

ticket
in
the
queue.

Suppliers
(Single
Select
List
of
Values)

Clients
(Single
Select
List
of
Values)

Set
up
users
by
giving
them
one
or
more
clients
and
one
or
more
carriers.

Accessing
the
queue
presents
to
the
user
only
those
tickets
where
their

client
and
supplier
user
access
settings
intersect
the
values
of
the

tickets.

Sample
Roles:

Clients
can
see
all
tickets
no
matter
what
supplier.

Suppliers
can
see
all
tickets
no
matter
what
customer.

Internal
users
can
see
all
tickets
for
the
clients
and
carriers
given

them,
(up
to
all).

Thanks,

Ed
Matthews,

g8orade@yahoo.com
mailto:g8orade@yahoo.com

Be
a
better
friend,
newshound,
and
know-it-all
with
Yahoo!
Mobile.
Try

it
now.

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Community
help:
http://wiki.bestpractical.com

Commercial
support:
sales@bestpractical.com

mailto:sales@bestpractical.com

Discover
RT’s
hidden
secrets
with
RT
Essentials
from
O’Reilly
Media.

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

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Idea is good and we implemented something like that in RTIR, however
it doesn’t fit into the current RT’s design really well. I think that
in your case it’s better to use watchers to define suppliers and
clients and in 4.0 branch we’re going to allow people to define more
watcher groups instead of the current hard-coded list. In 3.6 I don’t
see really good way to implement something like that, except
publishing Clients and Suppliers as Cc watchers of a ticket, but this
means that they will have the same set of privileges on a ticket.On Feb 11, 2008 11:46 PM, Ed Matthews g8orade@yahoo.com wrote:

Is it possible to set up RT with ticket user access governed by the values
in custom fields? Example:
Set up a queue and add 2 custom fields that are mandatory for each ticket in
the queue.

  • Suppliers (Single Select List of Values)
  • Clients (Single Select List of Values)
    Set up users by giving them one or more clients and one or more carriers.
    Accessing the queue presents to the user only those tickets where their
    client and supplier user access settings intersect the values of the
    tickets.

Sample Roles:
Clients can see all tickets no matter what supplier.
Suppliers can see all tickets no matter what customer.
Internal users can see all tickets for the clients and carriers given them,
(up to all).

Thanks,
Ed Matthews,
g8orade@yahoo.com


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now.


The rt-users Archives

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

Best regards, Ruslan.

Ruslan,

I think watchers could be dynamic in 3.6. Asset Tracker has dynamic
watcher groups.

-ToddOn 2/12/08, Ruslan Zakirov ruz@bestpractical.com wrote:

Idea is good and we implemented something like that in RTIR, however
it doesn’t fit into the current RT’s design really well. I think that
in your case it’s better to use watchers to define suppliers and
clients and in 4.0 branch we’re going to allow people to define more
watcher groups instead of the current hard-coded list. In 3.6 I don’t
see really good way to implement something like that, except
publishing Clients and Suppliers as Cc watchers of a ticket, but this
means that they will have the same set of privileges on a ticket.

On Feb 11, 2008 11:46 PM, Ed Matthews g8orade@yahoo.com wrote:

Is it possible to set up RT with ticket user access governed by the values
in custom fields? Example:
Set up a queue and add 2 custom fields that are mandatory for each ticket in
the queue.

  • Suppliers (Single Select List of Values)
  • Clients (Single Select List of Values)
    Set up users by giving them one or more clients and one or more carriers.
    Accessing the queue presents to the user only those tickets where their
    client and supplier user access settings intersect the values of the
    tickets.

Sample Roles:
Clients can see all tickets no matter what supplier.
Suppliers can see all tickets no matter what customer.
Internal users can see all tickets for the clients and carriers given them,
(up to all).

Thanks,
Ed Matthews,
g8orade@yahoo.com


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now.


The rt-users Archives

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Commercial support: sales@bestpractical.com

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


Best regards, Ruslan.


The rt-users Archives

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

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

I was talking about configurable types of watchers. In 3.6 you have to
write an extension to implement ‘Clients’ and ‘Supliers’ watcher
groups for tickets.On Feb 13, 2008 6:29 PM, Todd Chapman todd@chaka.net wrote:

Ruslan,

I think watchers could be dynamic in 3.6. Asset Tracker has dynamic
watcher groups.

-Todd

On 2/12/08, Ruslan Zakirov ruz@bestpractical.com wrote:

Idea is good and we implemented something like that in RTIR, however
it doesn’t fit into the current RT’s design really well. I think that
in your case it’s better to use watchers to define suppliers and
clients and in 4.0 branch we’re going to allow people to define more
watcher groups instead of the current hard-coded list. In 3.6 I don’t
see really good way to implement something like that, except
publishing Clients and Suppliers as Cc watchers of a ticket, but this
means that they will have the same set of privileges on a ticket.

On Feb 11, 2008 11:46 PM, Ed Matthews g8orade@yahoo.com wrote:

Is it possible to set up RT with ticket user access governed by the values
in custom fields? Example:
Set up a queue and add 2 custom fields that are mandatory for each ticket in
the queue.

  • Suppliers (Single Select List of Values)
  • Clients (Single Select List of Values)
    Set up users by giving them one or more clients and one or more carriers.
    Accessing the queue presents to the user only those tickets where their
    client and supplier user access settings intersect the values of the
    tickets.

Sample Roles:
Clients can see all tickets no matter what supplier.
Suppliers can see all tickets no matter what customer.
Internal users can see all tickets for the clients and carriers given them,
(up to all).

Thanks,
Ed Matthews,
g8orade@yahoo.com


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now.


The rt-users Archives

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Commercial support: sales@bestpractical.com

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


Best regards, Ruslan.


The rt-users Archives

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

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

Best regards, Ruslan.