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 >>> >> 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 > > _______________________________________________ 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. 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