Re: [rt-users] Adding users to groups to share tickets
Don't allow unprivileged the ModifySelf right then? When combined with the password script from the wiki or external auth, that right may be unnecessary. [EMAIL PROTECTED] wrote: On second thought, although this would be quite easy to implement, it leaves open the serious possibility of users changing their email address which would allow them to view tickets from other companies. Gordon [EMAIL PROTECTED] wrote: Would it be possible to customise the SelfService search to display tickets with Requestors from the same email domain (assuming all Requestors from the one company use the same domain)? Gordon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding users to groups to share tickets
Ok, I have been trying to figure this out for the past week. Simple problem we have many customers that share the same queue (support), now some of our larger customers want to be able to group their users so that they can view all their own tickets generated by anyone in their company. I can not find a way to do this without allowing the users to see all tickets in the entire support queue ( This would be very bad ) as it is made up of many competing companies. It would be a Pain to have to create a new support queue for every customer. Any Help would be great. Thanks Jason ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding users to groups to share tickets
Jason, I can think of only 1 way. It would mean finding some way to get all members of a group listed as the Requestors for each ticket in the queue. Then you grant ShowTicket to the Requestor role only. I'm not sure how to get all of the members of a certain group included as members of the Requestor role for a ticket, but that would be the way to do it. Hope this helps. Kenn LBNL On 12/4/2008 9:30 AM, Jason p wrote: Ok, I have been trying to figure this out for the past week. Simple problem we have many customers that share the same queue (support), now some of our larger customers want to be able to group their users so that they can view all their own tickets generated by anyone in their company. I can not find a way to do this without allowing the users to see all tickets in the entire support queue ( This would be very bad ) as it is made up of many competing companies. It would be a Pain to have to create a new support queue for every customer. Any Help would be great. Thanks Jason ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding users to groups to share tickets
On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Jason, I can think of only 1 way. It would mean finding some way to get all members of a group listed as the Requestors for each ticket in the queue. Then you grant ShowTicket to the Requestor role only. I'm not sure how to get all of the members of a certain group included as members of the Requestor role for a ticket, but that would be the way to do it. Hope this helps. Kenn LBNL Other than adding them by hand each time they create a ticket (MAJOR PITA) I don't know of anyway to do what your describing. This seems like it should be such a simple task, and that a lot of companies would want this feature. -- Jason ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding users to groups to share tickets
On Thu, 04 Dec 2008 13:29:33 -0500, Jason p [EMAIL PROTECTED] wrote: On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Jason, I can think of only 1 way. It would mean finding some way to get all members of a group listed as the Requestors for each ticket in the queue. Then you grant ShowTicket to the Requestor role only. I'm not sure how to get all of the members of a certain group included as members of the Requestor role for a ticket, but that would be the way to do it. Hope this helps. Kenn LBNL Other than adding them by hand each time they create a ticket (MAJOR PITA) I don't know of anyway to do what your describing. This seems like it should be such a simple task, and that a lot of companies would want this feature. -- Jason You could probably automate something through scrips, but the trouble with using watcher roles for this is that everyone would drown in email - people wouldn't just be able to see their company's tickets, they'd also receive every correspondence. I think RT's intent is to implement access control at the queue level - it would be difficult to limit access within a queue. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding users to groups to share tickets
Jason, I agree with Stephen. I was only trying to address the method by which only a group of Requestors could see their tickets only in a queue. Yes, you would have to write some scrips to add group members to the Requestor role of the ticket AND, as Stephen mentioned, you would have an awful lot of emial churned out, unless you also turned of the Standard RT notifications and created your own. I believe it CAN be done, but it WILL be a lot of work. Kenn LBNL On 12/4/2008 10:38 AM, Stephen Turner wrote: On Thu, 04 Dec 2008 13:29:33 -0500, Jason p [EMAIL PROTECTED] wrote: On Thu, Dec 4, 2008 at 1:13 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Jason, I can think of only 1 way. It would mean finding some way to get all members of a group listed as the Requestors for each ticket in the queue. Then you grant ShowTicket to the Requestor role only. I'm not sure how to get all of the members of a certain group included as members of the Requestor role for a ticket, but that would be the way to do it. Hope this helps. Kenn LBNL Other than adding them by hand each time they create a ticket (MAJOR PITA) I don't know of anyway to do what your describing. This seems like it should be such a simple task, and that a lot of companies would want this feature. -- Jason You could probably automate something through scrips, but the trouble with using watcher roles for this is that everyone would drown in email - people wouldn't just be able to see their company's tickets, they'd also receive every correspondence. I think RT's intent is to implement access control at the queue level - it would be difficult to limit access within a queue. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding users to groups to share tickets
Would it be possible to customise the SelfService search to display tickets with Requestors from the same email domain (assuming all Requestors from the one company use the same domain)? Gordon Jason p wrote: Ok, I have been trying to figure this out for the past week. Simple problem we have many customers that share the same queue (support), now some of our larger customers want to be able to group their users so that they can view all their own tickets generated by anyone in their company. I can not find a way to do this without allowing the users to see all tickets in the entire support queue ( This would be very bad ) as it is made up of many competing companies. It would be a Pain to have to create a new support queue for every customer. Any Help would be great. Thanks Jason ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
