Stephan, Christopher,
We had a similar situation; we wanted requestors to see their tickets
and any others from users in their group, but not the tickets from other
users/requestors NOT in their group. We handled it by creating a
front-end queue. Then we created a different queue for all the requests
that came from the same group or type of requestors. When a request is
sent to the front-end queue, it serves as a waiting place. In that
queue, Requestors can see their OWN tickets, but that is all. Once that
ticket (and any others from the same requestor-type group) has been
reviewed and approved for work, it is moved to a queue that represents
those common requests, basically from those requestors from the same
group. Then we can grant group rights to that "specific" queue for the
common group of users so everyone can see what else is in that queue,
but not in the other queues for the other user groups. It's a little
more work, but essentially it serves to seperate requestors into common
groups and requires the tickets to be looked at and reviewed before
being worked on anyway. Hope this helps.
Kenn
LBNL
On 12/17/2007 3:08 PM, Christopher Short wrote:
I was looking for something like this a little while back and didn't find an
easy way.
The best I could find was along the lines of adding everyone relevant as
watchers to each ticket created by someone in their group. I don't like that
idea as I'm sure they would only occasionally need to see all tickets of their
team-mates, not receive every update.
I'm pretty sure there isn't a right for letting you see/edit tickets created by
your group colleagues.
Christopher
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steffen Poulsen
Sent: Tuesday, 18 December 2007 12:49 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] How to implement "customer groups" or "request groups"?
Hi,
We handle tickets from various companies in our request tracker, and
sometimes these companies ask for permission to share all tickets from
their company between themselves. A fair request I think :-)
I have put all users in a "CompanyGroup", but what rights should they be
given to be allowed to see each others tickets?
The tickets are distributed between multiple queues related to the
internal functions at our site, and they should _not_ be able to see all
the content of the queues - only the tickets created by staff in their
company.
I have searched the wiki and the mailing list, but have found nothing -
probably I am using the wrong search phrases. Any ideas or best
practices?
Best regards,
Steffen
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