Hi Brandon, the first obvious idea would be to grant access based on custom field values, which is not possible.
Another option would be to use a Queue per Location, having the disadvantage of spreading tickets over multiple queues. A third option would be to create child tickets automatically, based on the custom field value (and update/close the master ticket by using the parent/child relationship). I think that's doable and would work in the case as you describe it. rgds Alex On Sat, May 14, 2011 at 8:21 AM, Brandon Ward <[email protected]> wrote: > v3.8.7 - > > I have a question about Queues, Tickets, and Custom Fields. I've found > some info in the Wiki regarding spawning child tickets, but can't tell > if that's what I need to do. > > Is this possible? > > I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and > C3). > > Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations > (A, B, C, D, E, F, G). C3 needs to see tickets for > > all locations EXCEPT for F and G. > > Is there a way to have all tickets cloned or viewable to C3 except for > those relating to those 2 specific locations? The > > tickets for the C1 queue have a custom field that specifies which > location it's for. > > C3 will be using Self Service and should only be able to VIEW tickets > that pertain to them. > > Scenario: > > A call comes in to the helpdesk from C1. A ticket is opened in the C1 > queue. During creation, a location is selected from > > a custom field. If the location is A-E it needs to be viewable to C3. > If not, it acts like a normal ticket in any other queue. > > Can this be done via scrip or extension? > > Thanks, > > Brandon > > -- Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html
