"ShowTicket" for Groups that a requestor belongs to

Hi there,

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.

Situation:

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

Michael,

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
granted.

Kenn
LBNLOn Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske < Michael.Polenske@skm-skyline.de> wrote:

Hi there,

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.

Situation:

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

Hi Kenneth,

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 company

  •   Currently every company has only _one_ user to login into RT to
    

submit tickets for their company

  •   Every company can only see their submitted tickets (CreateTicket
    

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,

Michael

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
CrockerSent: Freitag, 3. Juni 2011 19:07
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] “ShowTicket” for Groups that a requestor belongs
to

Michael,

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 granted.

Kenn
LBNL

Hi

I would create a group for each company
then I would wite a scrip to add a Group as Cc to the ticket at creation
time
depending on some characteristics of the Requestor.
For example, if the Organization of the Requestor is "Yoyodine"
then add group “Yoyodine”.
Finally give the appropriate rights to the Cc group.

GerardOn 2011-06-06 15:04, Michael Polenske wrote:

Hi Kenneth,

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 company

-Currently every company has only /one/ user to login into RT to
submit tickets for their company

-Every company can only see their submitted tickets (CreateTicket 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,

Michael

*From:*rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of
*Kenneth Crocker
Sent: Freitag, 3. Juni 2011 19:07
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] “ShowTicket” for Groups that a requestor
belongs to

Michael,

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 granted.

Kenn
LBNL

On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske <Michael.Polenske@skm-skyline.de mailto:Michael.Polenske@skm-skyline.de> wrote:

Hi there,

I work now for years with RT, but before as user not as admin JNow 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.

Situation:

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

Michael,

RT allows for multiple Requestors on a ticklet. So I would do the following:

  1. Put each set of company employees into a separate Group.
  2. 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.

Kenn
LBNLOn Mon, Jun 6, 2011 at 6:04 AM, Michael Polenske < Michael.Polenske@skm-skyline.de> wrote:

Hi Kenneth,

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
    

company

  •   Currently every company has only _*one*_ user to login into RT to
    

submit tickets for their company

  •   Every company can only see their submitted tickets (CreateTicket
    

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,

Michael

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Freitag, 3. Juni 2011 19:07
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] “ShowTicket” for Groups that a requestor belongs
to

Michael,

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
granted.

Kenn
LBNL

On Fri, Jun 3, 2011 at 7:26 AM, Michael Polenske < Michael.Polenske@skm-skyline.de> wrote:

Hi there,

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.

Situation:

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

Hi Gerard,

very good hint, I found that there is already a solution.


http://requesttracker.wikia.com/wiki/AddSquelchedCc

I have now to make the scrip work with my installation, currently it
seems not to work, but I will dig into it.

By the way - is there a debug-possibility for scrips ?

Many many thanks !!

Cheers - Michael

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Gerard
FENELONSent: Montag, 6. Juni 2011 16:06
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] “ShowTicket” for Groups that a requestor belongs
to

Hi

I would create a group for each company
then I would wite a scrip to add a Group as Cc to the ticket at creation
time
depending on some characteristics of the Requestor.
For example, if the Organization of the Requestor is "Yoyodine"
then add group “Yoyodine”.
Finally give the appropriate rights to the Cc group.

Gerard