I'm following along on "ItsFinallyInstalledNowWhat" and "Rights" wiki entries and while the "Rights" has described something similar to what we want to achieve, I'm not sure if it's going to provide the kind of client separation we want.
We provide IT support for a few dozen small businesses. Most of our customers have a "point of contact" whom is responsible for handling requests/issues internally before contacting us. This isn't always the case though: there's a chance that a new employee or client may need assistance before someone gets around to creating a user in RT. Because of this, I've allowed Everyone to CreateTickets and ReplyToTickets in my only queue I've created so far: Support. I'd also like to implement SelfService, and allow Requestors to view their own tickets; I don't want them to be able to view any other Requestor's tickets. The SeeQueue permission is required for UI options/actions, but would that also let them see the subject line and/or Requestor of tickets in the queue that do not belong to them? Secondly, I see through the AutogeneratedPassword wiki item that there's a method of generating a password and email it to them. However, if I give them the ModifySelf permissions, would they then be able to change their password? I'm also seeing that auto-created users are done so as "Unprivileged": 1) can I change this to Privileged 2) is that bad thing, assuming I'm setting up permissions as described herein? For my company, I'm creating users for each technician and have created/assigned them to a group called SupportTeam with TakeTickets, StealTickets, DeleteTickets; I'm almost tempted to give all technicians full control over it as there's no trust issues between us and I'm not concerned about foul play. Bad idea? Finally, has anyone done any domain suffix matching for ticket viewing permissions? i.e. b...@acme.com and sa...@acme.com have ShowTicket and ReplyToTicket rights for any ticket created by a Requestor's email matching *...@acme.com. Thanks in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com