Re: [rt-users] Permissions by custom field
I described it very early in this thread. Basically: 1. create a group for each customer. 2. create a scrip that assigns that group as a Cc to the ticket when the ticket is created. 3. give ShowTicket to the Cc role. On Tue, Jul 15, 2008 at 12:19 PM, Rainer Duffner <[EMAIL PROTECTED]> wrote: > Todd Chapman schrieb: >> >> It is possible without a special queue, and it's not that hard. :) >> >> > > OK, can you point me to where this is described? > Or describe it yourself? > Because I was looking for it very long in the wiki and couldn't find it ;-) > > > Best Regards, > Rainer > ___ 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] Permissions by custom field
Todd Chapman schrieb: > It is possible without a special queue, and it's not that hard. :) > > OK, can you point me to where this is described? Or describe it yourself? Because I was looking for it very long in the wiki and couldn't find it ;-) Best Regards, Rainer ___ 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] Permissions by custom field
Braam, I agree with the group idea, always have. In fact, you can add yourself as a member of each group and create some searches that you can seave for each individual group. That way, when the other members of each group wants to run a query, they hav3e several choices they can make becuae you some some good ones for them and those are available to everyone in the SAME group. Also, The "group as requestor" is the same idea as I made of granting "ShowTicket" blobally to the role "Requestor". That allows requstors the right to see ONLY their tickets (as long as you didn't grant "ShowTicket" to another group). The CF for Customer name can also be used for searches and you can write a scrip to pre-fill that CF by the "@.com" or ".org" portion of the email address and that way all tickets created will automatically have the correct "Customer NAme' when created. Just a thought. Kenn LBNL On 7/14/2008 5:32 AM, Braam van Heerden wrote: > Kenneth, > > Todd Chapman sent some suggestions I will try. > > I will try to be a bit more clear in my problem statement: > > We have a single queue called support that handles all tickets from > various customers we have SLA's with. For ease of use we decided to > only use a single queue and not create a queue per customer (as that > list fluctuates sometimes). Also, we have certain information on what > packages our customers offer to their customers, and how this is > implemented, and all this is bound by NDA's, so it's imperative we do > not let one customer see the details of another customer's tickets. To > differentiate tickets raised by various customers we created a Custom > Field that contains the name of the customer. > > Now, the issue is this: CustomerA has got a number of employees: Empl1, > Empl2 and Empl3. Either of them can raise a ticket, and we will respond > and close the ticket. Now, some time later the COO/CEO of CustomerA > requires access to all tickets raised by the various employees to track > who has not done their job, or where contractual violations occurred. > > How can we grant this user access to all tickets raised by his company > (and tagged by a certain Custom Field), whilst not allowing him access > to tickets raised by other customers? > > Right now I am leaning towards creating a group for every customer, then > add the group as a Requestor/Cc for the ticket. If I understand things > correctly group members should then have access to all tickets created > under that group, if I give ShowTicket to the group, but to no others. > Not sure if there's an esier way to do this, though. > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > > >> -Original Message- >> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] >> Sent: 11 July 2008 18:39 PM >> To: Braam van Heerden >> Cc: [EMAIL PROTECTED] >> Subject: Re: [rt-users] Permissions by custom field >> >> Braam, >> >> >> I'm a bit confused. Your subject line mentions >> permissions and I don't see that question here. As to Custom >> Fields, what is the correlation between customer and company? >> Normally, I would think it was one to one. However, if you >> are creating tickets for someone else, you can modify the >> "Requestor" to be the customer and not you. You will still be >> the "creator". Then, you can have a CF that is the company. >> Permissions would be simpler. You could grant the right >> to "ShowTicket" >> Globally to the "Requestor" role and that would keep your "customer" >> from seeing other "customer (Requestor)" tickets. Then you >> merely go to your Custom Field and apply it to the support >> queue and then go to "Group Rights" and grant >> "SeeCustomField" to Privileged. That way all privileged users >> will be able to see that field as well as the ticket in a >> queue they are privileged to access. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 7/11/2008 6:01 AM, Braam van Heerden wrote: >>> Greetings, >>> >>> After reading the permissions wiki I still can't figure out how to >>> achieve what my MD wants. Please excuse me if this is >> described there. >>> I am still fairly new at RT and the permissions system. >>> >>> We have a queue called Support where all our product >> support requests >>> from
Re: [rt-users] Permissions by custom field
Hi Braam; Its always interesting to read Todd's suggestions cause he is always spot on; but could n't find them in the thread , ist possible to forward them to the list please. With regard to dealing with customers, our implementation here is exactly as you suggested, we group our customer contacts , if any of the contacts open a ticket (via web/mail), a scrip action add the rest of the customer group contacts as requestors; and a set a cf to the customer name(organisation), then all customer contacts can login to the self service interface and view/update the tickets. This have served us well for the past few years, the only issue we get every now and then, is when we add a new customer contact that need visibility of old ticket, for this I have a perl script that crawl tickets looking for tickets with cf for the customer and add the new contact as requester. I am not an admirer of queue per customer, my philosophy is that queues should represent the internal departments. Regards; Roy Braam van Heerden wrote: > Kenneth, > > Todd Chapman sent some suggestions I will try. > > I will try to be a bit more clear in my problem statement: > > We have a single queue called support that handles all tickets from > various customers we have SLA's with. For ease of use we decided to > only use a single queue and not create a queue per customer (as that > list fluctuates sometimes). Also, we have certain information on what > packages our customers offer to their customers, and how this is > implemented, and all this is bound by NDA's, so it's imperative we do > not let one customer see the details of another customer's tickets. To > differentiate tickets raised by various customers we created a Custom > Field that contains the name of the customer. > > Now, the issue is this: CustomerA has got a number of employees: Empl1, > Empl2 and Empl3. Either of them can raise a ticket, and we will respond > and close the ticket. Now, some time later the COO/CEO of CustomerA > requires access to all tickets raised by the various employees to track > who has not done their job, or where contractual violations occurred. > > How can we grant this user access to all tickets raised by his company > (and tagged by a certain Custom Field), whilst not allowing him access > to tickets raised by other customers? > > Right now I am leaning towards creating a group for every customer, then > add the group as a Requestor/Cc for the ticket. If I understand things > correctly group members should then have access to all tickets created > under that group, if I give ShowTicket to the group, but to no others. > Not sure if there's an esier way to do this, though. > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > > > >> -Original Message- >> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] >> Sent: 11 July 2008 18:39 PM >> To: Braam van Heerden >> Cc: [EMAIL PROTECTED] >> Subject: Re: [rt-users] Permissions by custom field >> >> Braam, >> >> >> I'm a bit confused. Your subject line mentions >> permissions and I don't see that question here. As to Custom >> Fields, what is the correlation between customer and company? >> Normally, I would think it was one to one. However, if you >> are creating tickets for someone else, you can modify the >> "Requestor" to be the customer and not you. You will still be >> the "creator". Then, you can have a CF that is the company. >> Permissions would be simpler. You could grant the right >> to "ShowTicket" >> Globally to the "Requestor" role and that would keep your "customer" >> from seeing other "customer (Requestor)" tickets. Then you >> merely go to your Custom Field and apply it to the support >> queue and then go to "Group Rights" and grant >> "SeeCustomField" to Privileged. That way all privileged users >> will be able to see that field as well as the ticket in a >> queue they are privileged to access. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 7/11/2008 6:01 AM, Braam van Heerden wrote: >> >>> Greetings, >>> >>> After reading the permissions wiki I still can't figure out how to >>> achieve what my MD wants. Please excuse me if this is >>> >> described there. >> >>> I am still fairly new at RT and the permissions system. >>> >>> We have a queue called Support where all our product >
Re: [rt-users] Permissions by custom field
Roy, Here's the reply from Todd: -- your clients are the requestor of the ticket? if so just give the Requestor role ShowTicket. if every employee of a particular client needs to see each ticket you may have to create a scrip to add the client's group as Cc and give ShowTicket to the Cc role. -- Very similar to your solution. - Braam > Hi Braam; > > Its always interesting to read Todd's suggestions cause he is > always spot on; but could n't find them in the thread , ist > possible to forward them to the list please. > With regard to dealing with customers, our implementation > here is exactly as you suggested, we group our customer > contacts , if any of the contacts open a ticket (via > web/mail), a scrip action add the rest of the customer group > contacts as requestors; and a set a cf to the customer > name(organisation), then all customer contacts can login to > the self service interface and view/update the tickets. > This have served us well for the past few years, the only > issue we get every now and then, is when we add a new > customer contact that need visibility of old ticket, for this > I have a perl script that crawl tickets looking for tickets > with cf for the customer and add the new contact as requester. > I am not an admirer of queue per customer, my philosophy is > that queues should represent the internal departments. > > Regards; > Roy ___ 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] Permissions by custom field
It is possible without a special queue, and it's not that hard. :) On Mon, Jul 14, 2008 at 9:25 AM, Rainer Duffner <[EMAIL PROTECTED]> wrote: > Braam van Heerden schrieb: >> Kenneth, >> >> Todd Chapman sent some suggestions I will try. >> >> I will try to be a bit more clear in my problem statement: >> > > I solved this by creating a queue for the customer and making one user a > privileged user for that queue only. > So he can see all tickets. > Support staff here must move tickets into that queue first, though. > (I think that's all I had to do, but I can't remember 100%). > > This is really one of the few problematic areas of RT - it's a common > problem with "control-freak" bosses of partners who want to see all > tickets, so they can judge (from the amount and from cross-reading them) > if there is "a problem" or not... > > I wish, this was possible without a special queue. > > > cu, > Rainer > ___ > 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] Permissions by custom field
Braam van Heerden schrieb: > Kenneth, > > Todd Chapman sent some suggestions I will try. > > I will try to be a bit more clear in my problem statement: > I solved this by creating a queue for the customer and making one user a privileged user for that queue only. So he can see all tickets. Support staff here must move tickets into that queue first, though. (I think that's all I had to do, but I can't remember 100%). This is really one of the few problematic areas of RT - it's a common problem with "control-freak" bosses of partners who want to see all tickets, so they can judge (from the amount and from cross-reading them) if there is "a problem" or not... I wish, this was possible without a special queue. cu, Rainer ___ 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] Permissions by custom field
Kenneth, Todd Chapman sent some suggestions I will try. I will try to be a bit more clear in my problem statement: We have a single queue called support that handles all tickets from various customers we have SLA's with. For ease of use we decided to only use a single queue and not create a queue per customer (as that list fluctuates sometimes). Also, we have certain information on what packages our customers offer to their customers, and how this is implemented, and all this is bound by NDA's, so it's imperative we do not let one customer see the details of another customer's tickets. To differentiate tickets raised by various customers we created a Custom Field that contains the name of the customer. Now, the issue is this: CustomerA has got a number of employees: Empl1, Empl2 and Empl3. Either of them can raise a ticket, and we will respond and close the ticket. Now, some time later the COO/CEO of CustomerA requires access to all tickets raised by the various employees to track who has not done their job, or where contractual violations occurred. How can we grant this user access to all tickets raised by his company (and tagged by a certain Custom Field), whilst not allowing him access to tickets raised by other customers? Right now I am leaning towards creating a group for every customer, then add the group as a Requestor/Cc for the ticket. If I understand things correctly group members should then have access to all tickets created under that group, if I give ShowTicket to the group, but to no others. Not sure if there's an esier way to do this, though. Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd Tel: +27 11 782 2930 Cell: +27 82 336 4643 Skype: braamvh > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: 11 July 2008 18:39 PM > To: Braam van Heerden > Cc: [EMAIL PROTECTED] > Subject: Re: [rt-users] Permissions by custom field > > Braam, > > > I'm a bit confused. Your subject line mentions > permissions and I don't see that question here. As to Custom > Fields, what is the correlation between customer and company? > Normally, I would think it was one to one. However, if you > are creating tickets for someone else, you can modify the > "Requestor" to be the customer and not you. You will still be > the "creator". Then, you can have a CF that is the company. > Permissions would be simpler. You could grant the right > to "ShowTicket" > Globally to the "Requestor" role and that would keep your "customer" > from seeing other "customer (Requestor)" tickets. Then you > merely go to your Custom Field and apply it to the support > queue and then go to "Group Rights" and grant > "SeeCustomField" to Privileged. That way all privileged users > will be able to see that field as well as the ticket in a > queue they are privileged to access. Hope this helps. > > > Kenn > LBNL > > On 7/11/2008 6:01 AM, Braam van Heerden wrote: > > Greetings, > > > > After reading the permissions wiki I still can't figure out how to > > achieve what my MD wants. Please excuse me if this is > described there. > > I am still fairly new at RT and the permissions system. > > > > We have a queue called Support where all our product > support requests > > from clients go into. We also have a custom field called "Client" > > that contains the name of the customer the ticket was > raised for. Our > > customers can log into RT and see all the tickets they > originated, but > > some managers would like to see all the tickets generated for their > > company. How can we set up the permissions to achieve this? > > > > Clients are not allowed to see other client's tickets, and we would > > prefer not to create a queue for each customer, as this > sometimes vary. > > > > Any tips would be appreciated. We are running RT 3.6.6. > > > > Thanks :) > > > > Braam van Heerden > > Conversant Systems (Pty) Ltd > > Tel: +27 11 782 2930 > > Cell: +27 82 336 4643 > > Skype: braamvh > > ___ > > 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] Permissions by custom field
Braam, I'm a bit confused. Your subject line mentions permissions and I don't see that question here. As to Custom Fields, what is the correlation between customer and company? Normally, I would think it was one to one. However, if you are creating tickets for someone else, you can modify the "Requestor" to be the customer and not you. You will still be the "creator". Then, you can have a CF that is the company. Permissions would be simpler. You could grant the right to "ShowTicket" Globally to the "Requestor" role and that would keep your "customer" from seeing other "customer (Requestor)" tickets. Then you merely go to your Custom Field and apply it to the support queue and then go to "Group Rights" and grant "SeeCustomField" to Privileged. That way all privileged users will be able to see that field as well as the ticket in a queue they are privileged to access. Hope this helps. Kenn LBNL On 7/11/2008 6:01 AM, Braam van Heerden wrote: > Greetings, > > After reading the permissions wiki I still can't figure out how to > achieve what my MD wants. Please excuse me if this is described there. > I am still fairly new at RT and the permissions system. > > We have a queue called Support where all our product support requests > from clients go into. We also have a custom field called "Client" that > contains the name of the customer the ticket was raised for. Our > customers can log into RT and see all the tickets they originated, but > some managers would like to see all the tickets generated for their > company. How can we set up the permissions to achieve this? > > Clients are not allowed to see other client's tickets, and we would > prefer not to create a queue for each customer, as this sometimes vary. > > Any tips would be appreciated. We are running RT 3.6.6. > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > Tel: +27 11 782 2930 > Cell: +27 82 336 4643 > Skype: braamvh > ___ > 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
[rt-users] Permissions by custom field
Greetings, After reading the permissions wiki I still can't figure out how to achieve what my MD wants. Please excuse me if this is described there. I am still fairly new at RT and the permissions system. We have a queue called Support where all our product support requests from clients go into. We also have a custom field called "Client" that contains the name of the customer the ticket was raised for. Our customers can log into RT and see all the tickets they originated, but some managers would like to see all the tickets generated for their company. How can we set up the permissions to achieve this? Clients are not allowed to see other client's tickets, and we would prefer not to create a queue for each customer, as this sometimes vary. Any tips would be appreciated. We are running RT 3.6.6. Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd Tel: +27 11 782 2930 Cell: +27 82 336 4643 Skype: braamvh ___ 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
