Hello Again
Maybe my problem is about permission model, i must read it again. Because i
need that a user can "Reply to Tickets" and view properties, but on all
configurations that i have the users can modify the "Basics" of every Ticket
on his own queue.
My permission model is as follow:
Global-> Groups:
Everyone-> CreateTicket
CC->ReplyToTicket, ShowTicket
Them i have userOfCompany1 belong to GroupCompany1 and i create a Queue
calle QueueCompany1 with the following rights:
Watchers: SupportGroup (our support people) as Administrative CC.
Group Rights:
GroupCompany1-> ShowTicket, ReplyToTicket and SeeQueue
SupportGroup-> ALL rights
Are this a common model ? or may be i am something wrong.
Thanks
On Thu, Nov 6, 2008 at 7:15 PM, Kenneth Crocker <[EMAIL PROTECTED]> wrote:
> Victor,
>
>
>Having all the initial requests in one queue is STILL not a problem.
> For example, the customers have different ID's, therefore are different
> Requestors. If you grant the "ShowTicket" right to the Requestor role,
> instead of Everyone or Privileged or Unprivileged, then ONLY the Requestor
> of their own ticket can SEE those tickets in a queue. To further refine that
> idea, put all the requestors from one company in 1 group and grant the
> appropriate rights to THAT group, instead of Requestors or Everyone or
> Privileged or Unprivileged. That's how we do it. Actually, we have one queue
> that acts as the FIRST or REPOSITORY queue for requests that come in
> INITIALLY, and not everyone can see those. Just the groups that are allowed.
> So, I think that what you want to do can be done several different ways,
> depending on how to grant the rights. One queue CAN work. Multiple queues
> WILL work. It all depends on the kind of maintenance you want to get
> involved in and your infrastructure procedures. Hope this helps.
>
> Kenn
> LBNL
>
> On 11/6/2008 2:04 AM, Victor Fariña Infante wrote:
>
>> Hello
>> Thanks for the fast reply ;-).
>> I am a newby at RT so it may sound strange, but if we do that, the users
>> from one company can see Tickets from another company because I have all
>> "Support" Tickets on the same Queue. I think that the solution could be to
>> create a Queue per customer but i don't know if this is a good approach.
>> Is this the correct way ?
>>
>> Regards
>>
>> On Wed, Nov 5, 2008 at 5:41 PM, Kenneth Crocker <[EMAIL PROTECTED]> [EMAIL PROTECTED]>> wrote:
>>
>>Victor,
>>
>>
>> Put all those users in the same group and grant
>>"CreateTicket", "ReplyToTicket", "SeeQueue, "ShowTicket" for the
>>group for that Queue. That should do it. I'd save the "Modifyticket"
>>for the people that actually do the work on the ticket. Hope this
>> helps.
>>
>>
>>Kenn
>>LBNL
>>
>>
>>On 11/5/2008 4:43 AM, Victor Fariña Infante wrote:
>>
>>Hello,
>>I am using RT for about 3 months, and we like it a lot.
>>Our problem is that we have 3 possible Ticket Openers (all from
>>the same company) and when one login on the web inetrface can
>>only see his own tickets, I would like that every contact of a
>>company can see all Tickets from the users from his company.
>>
>>Is this possible ??
>>
>>Thanks
>>
>>--Victor Fariña Infante
>>Responsable Tecnologías
>>Tlf. +34 981 90 90 10
>>http://www.queres.es
>>
>>
>>
>> ------------
>>
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>>Discover RT's hidden secrets with RT Essentials from O'Reilly
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>>
>>
>>
>>
>>
>> --
>> Victor Fariña Infante
>> Responsable Tecnologías
>> Tlf. +34 981 90 90 10
>> http://www.queres.es
>>
>
>
--
Victor Fariña Infante
Responsable Tecnologías
Tlf. +34 981 90 90 10
http://www.queres.es
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