Assigning Segregated Services to an entire company

[crythias]

This is merely a thought exercise.
"How do I assign a service to everyone in a Company?"
One thought is to make the service a default service and then restrict who sees it.
This requires a bit of planning and thought, but if every CustomerID has its own ACL or there's a default ACL at the end of the parsing with "PossibleNot" of Customer-Specific-Services...

So, let's say CompanyA has 1,000 people, all using the same Service. That's pretty tedious to assign that service to all of CompanyA. Why not make it a default service?

Then we can make sure CompanyA has access to those services.

Code: Select all

$Self->{TicketAcl}->{'CompanyAServices'} = 
{
                     # match properties
   Properties => {
        CustomerUser => {
            UserLogin => ['some login'],
#or instead
            UserCustomerID => ['CompanyIdentifier'],
        },
   },

   Possible => {
        Ticket => { 
              Service  => ['CustomerA::toilet', 'CustomerA::sink', 'CustomerA::tub'],
        },
   },
};

"But that doesn't keep other people from seeing that service!!?!?"

Then we add another ACL at the end:

Code: Select all

$Self->{TicketAcl}->{'ZZZ-HiddenServices'} = 
{
                     # match properties
   Properties => {
       #match always
   },

   PossibleNot => {
        Ticket => { 
              Service  => ['CustomerA::toilet', 
                               'CustomerA::sink', 
                               'CustomerA::tub'],
        },
   },
};

At least, the theory appears to be sound. Let me know if it makes sense to you.

[diginin]

Looks solid, at first glance. The use of ACLs is something that can quickly develop into an overwhelming thing. Good Job!

[sg23]

Does "CustomerA" means the name of the customer? Or the Identifier of the customer? Or did you mean the company instead?

Do i have to assign any customer (i.e. CustomerA::toilet, CustomerB::toilet, CustomerC::toilet) of a company?

Code: Select all

$Self->{TicketAcl}->{'CompanyAServices'} =
 Possible => {
        Ticket => {
              Service  => ['CustomerA::toilet', 'CustomerA::sink', 'CustomerA::tub'],
        },
   },

And is the value ...

Code: Select all

UserCustomerID => ['CompanyIdentifier'],

...equal to the Value "CustomerCompanyKey" in the config.pm?

[crythias]

Does "CustomerA" means the name of the customer? Or the Identifier of the customer? Or did you mean the company instead?

CustomerA::Toilet, for instance, is to indicate the service that is customized for CustomerA. If you're re-using the naming convention of services for customers, you don't have to use "CustomerA".

For a very specific case, let's say you're supporting WidgetA. If you want everyone at large company with CustomerID=Contoso (Identical CustomerID indicates same company) to be able to have support for WidgetA, you can make WidgetA a default service (from the button in "Services").

The first thing you'll do is make an ACL (with a name that is ordered first alphabetically) in Config.pm to make Service WidgetA PossibleNot.
Next, you'll

Code: Select all

$Self->{TicketAcl}->{'CompanyAServices'} = 
{
                     # match properties
   Properties => {
        CustomerUser => {
            UserLogin => ['some login'],
#or instead
            UserCustomerID => ['CompanyIdentifier'],
#or maybe
            UserCustomerID => ['[RegEx]*domain.com'],
        },
   },

   Possible => {
        Ticket => { 
              Service  => ['WidgetA'],
        },
   },
};

I don't know what will work for your environment. If you ask a more specific question (in the Help forum) about what, exactly, you want to achieve, it will be easier to provide an answer.