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]<mailto: >> [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 >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> <mailto:[EMAIL PROTECTED]> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com >> >> >> >> >> >> -- >> 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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