User must be able to see tickets of some others

Hi everyone,

We have a customer who owns multiples companies. We want him to be able to see their tickets in a specific queue (technical support) ; without being CC on every ticket (he doesn’t want to receive mails, just be able to see tickets). We don’t want to create another queue just for this customer.

I thought of a scrip with condition “requestor is member of this group” but I don’t know which right should I grant.

Yellow Adrien

[Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.frhttp://www.yellownetwork.fr/

Adrien Tacquard
aTacquard@yellownetwork.frmailto:aTacquard@yellownetwork.fr
66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84

A scrip would only assist you in selecting whether or not to send an email.
Ticket visibility itself is a rights issue.

Since this customer should not see all tickets in the queue, how do you
identify whether or not a ticket should be visible to this customer?On 15 September 2014 18:44, Adrien TACQUARD ATacquard@yellownetwork.fr wrote:

Hi everyone,

We have a customer who owns multiples companies. We want him to be able to
see their tickets in a specific queue (technical support) ; without being
CC on every ticket (he doesn’t want to receive mails, just be able to see
tickets). We don’t want to create another queue just for this customer.

I thought of a scrip with condition “requestor is member of this group”
but I don’t know which right should I grant.

Yellow Adrien

[image: Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.fr http://www.yellownetwork.fr/

Adrien Tacquard

aTacquard@yellownetwork.fr aTacquard@yellownetwork.fr

66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84


RT Training - Boston, September 9-10
Training — Best Practical Solutions

To allow only a subset of a queue’s tickets to be visible to a specific
user/group, that user/group needs to be linked to each of those tickets
individually.

You can assign queue-specific rights to users/groups, but those rights are
effective for all tickets in the queue, which is not what you desire.

Besides creating a separate queue, I think the simplest solution is to make
this user a CC for all relevant tickets and ask them to filter the mail
generated by ticket activity.On 15 September 2014 19:37, Adrien TACQUARD ATacquard@yellownetwork.fr wrote:

I have no identification yet but I was thinking of a group.

[image: Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.fr http://www.yellownetwork.fr/

Adrien Tacquard

aTacquard@yellownetwork.fr aTacquard@yellownetwork.fr

66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84

De : Alex Peters [mailto:alex@peters.net]
Envoyé : lundi 15 septembre 2014 11:33
À : Adrien TACQUARD
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] User must be able to see tickets of some others

A scrip would only assist you in selecting whether or not to send an
email. Ticket visibility itself is a rights issue.

Since this customer should not see all tickets in the queue, how do you
identify whether or not a ticket should be visible to this customer?

On 15 September 2014 18:44, Adrien TACQUARD ATacquard@yellownetwork.fr wrote:

Hi everyone,

We have a customer who owns multiples companies. We want him to be able to
see their tickets in a specific queue (technical support) ; without being
CC on every ticket (he doesn’t want to receive mails, just be able to see
tickets). We don’t want to create another queue just for this customer.

I thought of a scrip with condition “requestor is member of this group”
but I don’t know which right should I grant.

Yellow Adrien

[image: Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.fr http://www.yellownetwork.fr/

Adrien Tacquard

aTacquard@yellownetwork.fr aTacquard@yellownetwork.fr

66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84


RT Training - Boston, September 9-10
Training — Best Practical Solutions

Yes, you could use a scrip to watch for Requestor additions and assign CCs
as needed.

I expect that such a scrip would require the existence of two RT groups:

  1. Automatic CC Requestor—contains users whose tickets should be
    monitored; and
  2. Automatic CC Watcher—contains users who should be assigned as CCs
    to those tickets.

When running, a robust scrip would need to:

  1. confirm that a ticket creation or Requestor addition has occurred
    before proceeding;
  2. confirm that the Automatic CC Watcher group is not already a CC
    before proceeding;
  3. obtain a list of the ticket’s current Requestor users/groups;
  4. recursively search these users/groups for membership within Automatic
    CC Requestor group; and
  5. add the Automatic CC Watcher group as a CC if any such memberships
    were found.

Adjusting relevant users would simply involve adjusting membership within
the above two groups.

I attempted to write the action code for the robust version but failed,
because I don’t have the expertise at this time to recursively scan the
Requestor users/groups in the correct manner. Maybe someone else on the
list can assist.

A simpler, more fragile scrip could probably just search a ticket’s
Requestor email addresses, but such a scrip would require modification with
every user addition/deletion.On 15 September 2014 19:53, Adrien TACQUARD ATacquard@yellownetwork.fr wrote:

Thank you a lot for your quick answers.

Do you think it’s possible to make someone automatic CC for specific users
? Like a scrip checking the group of the requestor and auto assign CC (like
in this thread : Carbon60: Cloud Consulting - Services and Solutions ) ?

[image: Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.fr http://www.yellownetwork.fr/

Adrien Tacquard

aTacquard@yellownetwork.fr aTacquard@yellownetwork.fr

66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84

De : Alex Peters [mailto:alex@peters.net]
Envoyé : lundi 15 septembre 2014 11:49
À : rt-users@lists.bestpractical.com
Cc : Adrien TACQUARD

Objet : Re: [rt-users] User must be able to see tickets of some others

To allow only a subset of a queue’s tickets to be visible to a specific
user/group, that user/group needs to be linked to each of those tickets
individually.

You can assign queue-specific rights to users/groups, but those rights are
effective for all tickets in the queue, which is not what you desire.

Besides creating a separate queue, I think the simplest solution is to
make this user a CC for all relevant tickets and ask them to filter the
mail generated by ticket activity.

On 15 September 2014 19:37, Adrien TACQUARD ATacquard@yellownetwork.fr wrote:

I have no identification yet but I was thinking of a group.

[image: Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.fr http://www.yellownetwork.fr/

Adrien Tacquard

aTacquard@yellownetwork.fr aTacquard@yellownetwork.fr

66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84

De : Alex Peters [mailto:alex@peters.net]
Envoyé : lundi 15 septembre 2014 11:33
À : Adrien TACQUARD
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] User must be able to see tickets of some others

A scrip would only assist you in selecting whether or not to send an
email. Ticket visibility itself is a rights issue.

Since this customer should not see all tickets in the queue, how do you
identify whether or not a ticket should be visible to this customer?

On 15 September 2014 18:44, Adrien TACQUARD ATacquard@yellownetwork.fr wrote:

Hi everyone,

We have a customer who owns multiples companies. We want him to be able to
see their tickets in a specific queue (technical support) ; without being
CC on every ticket (he doesn’t want to receive mails, just be able to see
tickets). We don’t want to create another queue just for this customer.

I thought of a scrip with condition “requestor is member of this group”
but I don’t know which right should I grant.

Yellow Adrien

[image: Description : cid:image001.jpg@01CD195D.F974B280]
www.yellownetwork.fr http://www.yellownetwork.fr/

Adrien Tacquard

aTacquard@yellownetwork.fr aTacquard@yellownetwork.fr

66 rue du Maréchal Ney - 85000 La Roche sur Yon
Tél. 02 51 44 81 51
Mobile 06 47 33 73 84


RT Training - Boston, September 9-10
Training — Best Practical Solutions