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What follows is a simple example of how to create a fairly complex
set of bins and access priviledges for a small group of users.
Our test company, hereafter called 'Test Company A' (the creativity! the
pure genius!) contains three distinct groups, represented by the following
sample of employees:
| User Sample |
| Name |
Job |
Notes |
| Jack |
Manager |
Manages both John and Mark |
| John |
Salesman |
Uses tracking system to monitor customer licenses and contracts. |
| Mark |
Programmer |
Develops software, provides high level support for
customer support group, hates salesmen like demon spawn. |
| Sue |
Customer Support |
Takes phone calls and creates issues for Salesmen and Developers |
| Mary |
Accounting |
Needs access to all records for billing customers.
Controls everyone's paycheck, keep her happy. |
It is apparent that we need three bins, which we will call Sales, Support,
and Development.
We can easily derive some ideal access priviledges from this
simplistic example:
| Ideal Priviledges |
| User |
Bins to access |
Notes |
| Jack |
Sales, Development |
|
| John |
Sales |
|
| Mark |
Support, Development |
View only for Support |
| Sue |
Support, Sales, Development |
View only for Sales and Development |
| Mary |
All bins |
View only |
Mark only needs to be able to view the tickets in the Support bin, and
Sue only needs to be able to forward tickets to the Sales and Development
bins (so she needs view access).
Mary, of course, doesn't really have much use for the system other
than to view hours worked on various projects.
So here is what we will do to get our access priviledges set up for
Test Company A.
Step 1: Overall Access Levels
We start our quest by heading to
Admin ->
Settings Administration ->
Configuration Settings.
Here we will edit the level_* properties to meet Test Company A's needs.
| Configuration Settings |
| setting |
new value |
reason |
| level_view |
1 |
Deny view priviledges by default |
| level_move |
1 |
Anyone with view rights can now move a ticket |
| level_create |
1 |
Anyone with view rights can now create a ticket |
Once our overall priviledges are set up, we will now do some user
administration, setting up our users to look like this:
| Access Rights |
| User |
Default |
Sales |
Support |
Development |
| Jack |
2 |
- |
- |
1 |
| John |
0 |
2 |
- |
- |
| Mark |
0 |
- |
2 |
1 |
| Sue |
1 |
- |
- |
2 |
| Mary |
1 |
- |
- |
- |
Now we have our users set up correctly and ready to go. It's too bad
keeping the sales and the developers apart in real life wouldn't be so
simple!
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