Thank you Kevin and Landon for the reply !
After fiddling a little bit more ... woohoo, now I get it... To explain what I'm tried to do: - I have multiple constituencies ( FOO, BAR, ... ) - Each member of the constituency/duty team should be able to see ALL the tickets about his/her constituency (so not only tickets linked to the specific user) but NONE of the other tickets - A member of the main Duty Team should see all the tickets I tried to follow this guide: http://bestpractical.com/docs/rtir/3.0/Constituencies.html#Managing-Constituency-Values However some things were not really clear to me. Kevin, Would you be able to update the Constituencies.html documentation a little bit to make it clear that the newly created Queues are there only for technical reasons, and are NOT meant to be used directly reasons? In the end I found the correct way to do this: - install the software - for "advanced permissions constituencies" : ./add_constituency --name FOO for each constituency - for "normal constituencies" : use the webinterface For users: - for external-constituencies users , create user, set "Let this user be granted rights (Privileged)", put him in the "DutyTeam - FOO" - for internal users , create user, set "Let this user be granted rights (Privileged)", put him in the "DutyTeam" Downsides: - everyone sees the statistics of the queues statuses in the "Quick search home screen" (number of new, open tickets) - administrator user sees the newly created queues, however these queues are NOT functionally needed by the operator. (normal user doesn't see these queues) Do NOT try: - move the ticket to the "Incident Reports - FOO", "Investigations - FOO" queues Greets Christophe On Thu, Sep 5, 2013 at 5:30 AM, Kevin Falcone <[email protected]> wrote: > On Wed, Sep 04, 2013 at 04:07:10PM -0700, Landon Stewart wrote: >> You must set up the '__maps__' section of the %Lifecycles variable in >> your RT_SiteConfig.pm. >> You can see the current (and probably default) setting at >> /Admin/Tools/Configuration.html. You >> will probably have the default one in RTIR_Config.pm that you can copy >> into RTIR_SiteConfig.pm >> where you can then modify it. >> The point of this is to map statuses between queues. The status "new" in >> Incident Reports >> would probably map to "new" in "Incident Reports - ORG" but they have to >> be explicitly mapped >> out. >> I found it quite confusing personally but got through it. Here's some >> documentation on it: >> http://bestpractical.com/docs/rt/4.0.13/customizing/lifecycles.html > > Why are you defining a mapping between the IR queue and one of the > Constituency queues for IR? Incident Reports - ORG is a queue used > only for rights management (it allows RTIR to separate rights for > DutyTeam ORG from those in the DutyTeam or those in another > DutyTeam). > > This is explained at the end of this section of the docs the user > referred to: > http://bestpractical.com/docs/rtir/3.0/Constituencies.html#Constituency-Values > > If you're actually moving tickets into the Constituency queues that > a) sounds like a bug in either rights or something else that you're > even offered the option. > b) breaks every saved search in RTIR that tries to do things like show > you the relevant IRs. > c) (really b part 2) would cause Incidents to no longer list the IR > because it isn't in the IR queue. > > I assume you've done something like add new searches for specific > subqueues, but that's not how constituencies were designed, and I > don't see how the RTIR -> Incident Reports menu (which links to a > search) would work with your changes. > > As an aside, if you were going to move IRs between two IR queues, why > wouldn't you just give them both the incident_reports lifecycle so you > don't lose proper statuses and actions? That seems much less fraught > than mapping into a Lifecycle with more statuses. > > So - again - why do you need a mapping between Incident Reports and > Incident Reports $constituency ? > > -kevin > > _______________________________________________ > Rtir mailing list > [email protected] > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir > _______________________________________________ Rtir mailing list [email protected] http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
