On Wed, May 6, 2009 at 6:08 PM, Vaclav Vobornik <vaclav.vobor...@commerzbank.com> wrote: > Ken, > thanks for your suggestion, but it is not what I need. They should not > see all the tickets in the queue, but only those created by their team > colleagues. > What I am thinking about is to create a user CustomField named "Team" > and fill out "Sybase" for those from the Sybase team. > > Then create a scrip which will check the Custom Field of a ticket > creator user and add all the users with CustomFiled=="Sybase" as > requestors to the ticket as well (or CC and grant CC the ShowTicket > rights as Ruslan Zakirov suggested). > > I know how to get the ticket Custom Field: > > $self->TicketObj->FirstCustomFieldValue('SomeName'); > > but cannot find how to get the CustomFieldValue of a current user > (creator) in a scrip. Does anybody know, please?
$self->TransactionObj->CreatorObj->FirstCustomFieldValue("XXX"); I think this should work. > > Many thanks > -- > Vaclav Vobornik > > > > > Ken Crocker wrote: >> Vaclav, >> >> Create a User-defined group called "Sysbase-Users". Then go to >> Configuration->Queue->(select Queue "Sybase or whatever")->Group >> Rights and grant the following privileges to group "Sysbase-Users": >> >> * "CreateTicket" >> * "SeeQueue" >> * "ShowTicket" >> * "ShowOutgoingEmail" >> * "ShowTicketComments" * Your technical support team may NOT want >> them to have this right. >> >> Make sure the Users for "Sysbase" tickets are in that "User" group >> and there you have it. All members of that group will be able to >> create and look at ALL tickets in the Queue you select. Oh, also be >> sure that those users are "Privileged" users, otherwise you will not >> be able to add them to a group that has privileges. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 5/4/2009 1:51 AM, Vaclav Vobornik wrote: >>> Good morning, >>> I have a specific question from one of our customers. Let's say, there >>> is a Sybase team we support: Peter, John, and Maria (unprivileged users). >>> When Peter creates a ticket, only Peter can see it after he logs in to >>> the RT. The same when John creates a ticket - only he sees it. >>> I'd like they can see all the tickets one of them is a requestor - but >>> only within their Sybase group. E.g. When Maria creates a ticket, also >>> Peter and John could see a status in the same way like Maria. >>> >>> Is there any solution already in place, please? >>> >>> Many thanks >>> >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sa...@bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com