Besides which, "CustomerGroupsAlwaysGroups" = users means that this customer could be able to see all tickets. On Fri, Sep 7, 2012 at 2:01 PM, Gerald Young wrote:

Hello, Leonardo!

This doesn't sound like a healthy thing to do, unless you *promise* that other customers won't be in that customer group.

On Fri, Sep 7, 2012 at 12:38 PM, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

...

Hello there,

One of our customers wants to change the behaviour of the CompanyTickets button on the customer interface. Instead of showing the tickets associated with the CustomerID of the Customer, they want to show there the tickets that are in the groups where the customer has permissions to (we already have CustomerGroupSupport enabled).

We where checking the code at Kernel/Modules/CustomerTicketOverview.pm and it seems to refer to the following lines:

CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID}, Permission => 'ro', }, },

Is there any way we can change the criteria to match this customer's expectation?

Thanks,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Hello again, I just checked what Gerald advised, the documentation on that parameter reads: Defines the groups every customer user will be in (if CustomerGroupSupport

is enabled and you don't want to manage every user for these groups).

The thing is that they DO want to have separate groups for different customers, they'll split customers in groups so bad, that what they're expecting is being able to use the CompanyTickets button in order to let each customer see ALL tickets on queues associated to the group the customer has permission on. Any ideas? Thanks! Leonardo Certuche On 7 September 2012 14:32, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

Hello Gerald!

Thanks for your answer! I'm going to try with CustomerGroupsAlwaysGroups to see if it does what the customer expects.

Regards,

Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 (57) 4 320 7960 ext 1002 www.itconsultores.com.co Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín, Colombia

On 7 September 2012 13:03, Gerald Young wrote:

...

Besides which, "CustomerGroupsAlwaysGroups" = users means that this customer could be able to see all tickets.

On Fri, Sep 7, 2012 at 2:01 PM, Gerald Young wrote:

...

Hello, Leonardo!

This doesn't sound like a healthy thing to do, unless you *promise* that other customers won't be in that customer group.

On Fri, Sep 7, 2012 at 12:38 PM, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

...

Hello there,

One of our customers wants to change the behaviour of the CompanyTickets button on the customer interface. Instead of showing the tickets associated with the CustomerID of the Customer, they want to show there the tickets that are in the groups where the customer has permissions to (we already have CustomerGroupSupport enabled).

We where checking the code at Kernel/Modules/CustomerTicketOverview.pm and it seems to refer to the following lines:

CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID}, Permission => 'ro', }, },

Is there any way we can change the criteria to match this customer's expectation?

Thanks,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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I made a mistake about this. Apparently, yes, there is a group_id in the ticket table, so there is some group that is assigned to the ticket. I still think the idea is not a good one to have a customer be able to see all the tickets attached to a specific group id, as the group doesn't necessarily belong just to that customer. But then again, if you asked for all the tickets assigned to the service applied to the customer, I would have the same general concerns. There's a difference between All "my" tickets (user login), All "our" tickets (CustomerID/Company Tickets), and "All the tickets of the group(s) of which we are members". The first two can reasonably be determined to maintain semi-anonymity. The last invites the *possibility* that the seeker will see tickets that don't belong to her. In theory, same Customer ID should be adequate for this purpose, as it would show all the tickets that the Company has created. That should be enough, right? On Fri, Sep 7, 2012 at 3:58 PM, Gerald Young wrote:

Don't do that. Another reason why customer based queues are a bad idea. Tickets don't know what groups they're a member of. Groups don't know what tickets belong to them.

You'll need to redo the security model of the tickets to accomplish your goal.

On Fri, Sep 7, 2012 at 3:53 PM, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

...

Hello again,

I just checked what Gerald advised, the documentation on that parameter reads:

Defines the groups every customer user will be in (if

...

CustomerGroupSupport is enabled and you don't want to manage every user for these groups).

The thing is that they DO want to have separate groups for different customers, they'll split customers in groups so bad, that what they're expecting is being able to use the CompanyTickets button in order to let each customer see ALL tickets on queues associated to the group the customer has permission on. Any ideas?

Thanks!

Leonardo Certuche

On 7 September 2012 14:32, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

...

Hello Gerald!

Thanks for your answer! I'm going to try with CustomerGroupsAlwaysGroups to see if it does what the customer expects.

Regards,

Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 (57) 4 320 7960 ext 1002 www.itconsultores.com.co Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín, Colombia

On 7 September 2012 13:03, Gerald Young wrote:

...

Besides which, "CustomerGroupsAlwaysGroups" = users means that this customer could be able to see all tickets.

On Fri, Sep 7, 2012 at 2:01 PM, Gerald Young wrote:

...

Hello, Leonardo!

This doesn't sound like a healthy thing to do, unless you *promise* that other customers won't be in that customer group.

On Fri, Sep 7, 2012 at 12:38 PM, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

...

Hello there,

One of our customers wants to change the behaviour of the CompanyTickets button on the customer interface. Instead of showing the tickets associated with the CustomerID of the Customer, they want to show there the tickets that are in the groups where the customer has permissions to (we already have CustomerGroupSupport enabled).

We where checking the code at Kernel/Modules/CustomerTicketOverview.pm and it seems to refer to the following lines:

CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID}, Permission => 'ro', }, },

Is there any way we can change the criteria to match this customer's expectation?

Thanks,

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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