Multi-Tenant Setup for REI3 Ticketing Application

Hemanth_L

Hey REI3 team,
I'm working on the REI3 Ticketing Application and need advice on how to set up a multi-tenant architecture where each client (tenant) has its own isolated data. Here's the scenario:

Client Isolation: Each client must only see and manage their own tickets. No client should be able to access another client’s tickets.
Admin Role: Client admins should be able to manage only their own client’s tickets and users, but not those of other clients.
Data Isolation: We need a way to ensure data privacy and isolation between clients.

gabriel

Hello 🙂

Parts of your requirement are already there:

Affected users only see their own tickets. They can request & update, but not see anything from other users. Users can come from different organizations.
Team members work together or separately on tickets, depending on configuration. You can have one team per organization, including separate mail inflows and outflows, and strictly separate their access to tickets.

But other parts are not implemented in the app:

There are no "client"-associated admins. There is currently only the application admin, that can manage all tickets/teams.
There are supervisors for teams, but they are also not associated with "clients".

How close we can get with the existing app depends on some details and what a "client" is for you.

Since this is a complex topic, especially if we would need to implement new features into the app, it is probably best to discuss it in a call. Do you work for an organization?

Btw. since you said "I'm working on the REI3 Ticketing Application", it sounds like you are trying to make changes to the app. If that is the case, please don´t. As the manual, as well as multiple warning in r3 state, changing an app from another author directly is not upgrade-safe. There are ways for extending apps in a an upgrade-safe way.

Hemanth_L

Thanks for the helpful reply, @gabriel!

I’ll definitely try out the approach where “team members work together or separately on tickets depending on configuration” — that seems like it could work well for isolating access. The ability to have one team per organization with separate mail inflows/outflows and strict ticket access controls sounds like a good fit for our use case.

And yes, I’m working within an organization, so I’ll be experimenting with this setup to see if it meets our needs. As for the call, I appreciate the offer, but I’ll first give this approach a shot and follow up with any questions if needed.

Thanks again for the support!

Hemanth_L

Hi REI3 Team,

I’m trying to configure a single IMAP mail account for creating tickets, but I want to route the incoming emails to multiple teams. Each team should receive tickets from this same mail account, but I also need to specify the team context for each ticket based on the email content or some other criteria.

The Issue:
We have a single IMAP mail account that will handle ticket creation.
We want multiple teams to process tickets created from this account, but each team needs to be associated with specific tickets.

Is there a way to configure ticket creation from a single mail account while automatically assigning tickets to the correct team.

lsw-fabian

Hemanth_L you could create 'Mail processing rules' to route mails (maybe via domain) Wildcard filters could help.