RT allows for multiple Requestors on a ticklet. So I would do the following:
- Put each set of company employees into a separate Group.
- Create a scrip that (upon ticket creation) finds the group that the
Requestor is in and add the rest of that group’s members as Requestors for
that ticket. That last part would be similar to the code that add’s "Cc’s"
to the list of ticket “Cc’s”.
Now, your original privilege of “ShowTicket” for Requestors only (at the
Global level) will work as originally desired.
I’m sure someone out there has some code like this. If not, I have some code
that checks for group membership and some other code that add *group members
- to the “Cc” list. We can put those two together.
LBNLOn Mon, Jun 6, 2011 at 6:04 AM, Michael Polenske < Michael.Polenske@skm-skyline.de> wrote:
thanks for your hint. Unfortunately this will not cover my problem. Maybe I
should explain it a little bit more:
we have a queue called support
~20 companies are able to submit tickets to this queue
All companies have 2-3 employees who can submit tickets for their
submit tickets for their company
and SeeQueue or Privileged Users, ShowTicket for Requestor)
Now we got request that every employee for every company should have their
own account to RT to submit ticket (to clarify who in the customers company
is owner of the ticket). Now problem at all, but now every user of one
company should see all tickets of the other users of their company, just in
case that someone is on vacation etc.
If I follow your solution (open a group, move the employees in this group
and give ShowTicket to this group) they can see ALL tickets – not only the
tickets for their group. Maybe a solution like “Requestor Group” will cover
my problem – I have no idea who to establish something like that ….
Hope this clarifies my problem a little bit more J
Thanks a lot and best regards,
From: firstname.lastname@example.org [mailto:
email@example.com] *On Behalf Of *Kenneth Crocker
Sent: Freitag, 3. Juni 2011 19:07
Subject: Re: [rt-users] “ShowTicket” for Groups that a requestor belongs
Create a User-defined Group, put those individuals that need those rights
to the Queue into that group, then go to Config->Queues(select the
Queue)->Group rights and find that group and give the the rights they need.
That way, the Global rights you gave to Requestors remains, but for that
particular Queue, any member of this new group will have the rights you
On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske < Michael.Polenske@skm-skyline.de> wrote:
I work now for years with RT, but before as user not as admin J Now our
admin left and I have to takeover some tasks.
One of the urgent one’s I am not able to fix, maybe you can help.
One Support-Queue, some users can submit tickets to and can see only their
tickets (ShowTicket only for group requestor). But now we have to change it
that way, that some user can belong to a group, and this group needs to see
all tickets submitted by members of this group – nothing more, nothing less.
Any idea how to handle this ?
Thanks a lot and have a nice weekend – Michael