Tickets visible to same group members only, how?

RT Users
#1

Hello,

We would like to group our customers by company, and allow any customer
within each company to see all tickets created by others from their
company. They should not see tickets created by those outside their
company (i.e. group). I have been fiddling with the groups for some
time to get this to work, but cannot get the permissions correct. Any
suggestions?

Regards,
Vance

#2

one way to do this is to create a scrip to add the other members of your
customer group as requestors if any one of them created a ticket

Roy----- Original Message -----
From: “Vance Vagell” vance.vagell@audiumcorp.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, September 29, 2005 9:02 PM
Subject: [rt-users] Tickets visible to same group members only, how?

Hello,

We would like to group our customers by company, and allow any customer
within each company to see all tickets created by others from their
company. They should not see tickets created by those outside their
company (i.e. group). I have been fiddling with the groups for some
time to get this to work, but cannot get the permissions correct. Any
suggestions?

Regards,
Vance

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

#3

The way I was able to get this to work was first going through and
removing almost all global permissions. I left a couple for Requestors
and owners and such, but nothing for any group or user. Then I added in
the group rights queue by queue for the queues that each group was
allowed to see as well as any individual user rights for each queue. The
key seems to be to stay away from global rights. If you have a single
queue that multiple groups are allowed to see, you may want to split
that queue up.
Scott.On Thu, 2005-09-29 at 22:59 +0100, Raed El - Hames wrote:

one way to do this is to create a scrip to add the other members of your
customer group as requestors if any one of them created a ticket

Roy
----- Original Message -----
From: “Vance Vagell” vance.vagell@audiumcorp.com
To: rt-users@lists.bestpractical.com
Sent: Thursday, September 29, 2005 9:02 PM
Subject: [rt-users] Tickets visible to same group members only, how?

Hello,

We would like to group our customers by company, and allow any customer
within each company to see all tickets created by others from their
company. They should not see tickets created by those outside their
company (i.e. group). I have been fiddling with the groups for some
time to get this to work, but cannot get the permissions correct. Any
suggestions?

Regards,
Vance

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com
Thanks!
Scott Frisbie (Friz) 8^)
scottf@scottfrisbie.com

You may dispense with the pleasantries, Commander.
I’m here to put you back on schedule.
Darth Vader, Return of the Jedi

#4

Hi Roy,

Thanks for the suggestion to use Scrips, this sounds like a good
solution for us. I have spent some time reviewing the RT Wiki to see
how this could be done, and I have a rough idea. However, is there
documentation for the API used in scrips? I see lots of scrip examples,
but I need to be able to look up some specific functionality to
implement your suggestion, namely:

  • how to find the group of the requestor
  • how to iterate through a list of group members, given a group
  • how to add requestors to a ticket

(and probably more)

Do you know where I could find this documentation?

Thanks again,
Vance

#5

Vance,
Try perldoc:

perldocTickets.pm, perldoc Users.pm and so on.

MichaelOn Fri, 2005-09-30 at 11:56 -0400, Vance Vagell wrote:

Hi Roy,

Thanks for the suggestion to use Scrips, this sounds like a good
solution for us. I have spent some time reviewing the RT Wiki to see
how this could be done, and I have a rough idea. However, is there
documentation for the API used in scrips? I see lots of scrip examples,
but I need to be able to look up some specific functionality to
implement your suggestion, namely:

  • how to find the group of the requestor
  • how to iterate through a list of group members, given a group
  • how to add requestors to a ticket

(and probably more)

Do you know where I could find this documentation?

Thanks again,
Vance

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com

#6

also a good use of grep from within the rt source code, I find that
the best reference :�)

Roy

Michael Bochynski wrote:

#7

We would like to group our customers by company, and allow any customer
within each company to see all tickets created by others from their
company. They should not see tickets created by those outside their
company (i.e. group). I have been fiddling with the groups for some
time to get this to work, but cannot get the permissions correct. Any
suggestions?

Like me, I suspect you’re using RT to track outward-facing tickets (for
multiple external organizations) rather than in an internal
(corporate/university) environment… and you’ve discoverd, as I have,
that RT isn’t really designed for that; it doesn’t provide obvious ways
to group tickets for access and reporting based on those external
administrative spans of control.

I’m still looking for the best solution to this myself; I’m not yet a
proficient RT hacker, though I suspect that it could be extended to
understand “clients” in a more first-class way than it does now. I’ll
be watching with interest to see what replies you get here.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

"NPR has a lot in common with Nascar... we both turn to the left."
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