Eric,
Correct. I misread Prasad's note. I thought he didn't want anyone to
see all the tickets in a Queue (like seeing the subject of all tickets
in a Queue "list"). If I'd read the note more carefully, I would have
realised that. My bad. Certainly, a Queue can be set up to allow only
Requestors to see & modify their own tickets. We have a similar set up
only we keep the "CreateTicket", "ReplyToTicket", & "SeeQueue" rights
limited to Privileged only and "ModifyTicket", "DeleteTicket",
"ShowTicketComments", "CommentOnTicket", "TakeTicket", etc. to Owners
(our technical support staff) and "ShowTicket" and "Watch" for Requestors.
Kenn
LBNL
Schultz, Eric wrote:
Prasad,
I may be wrong (and that is OK with me) but I do not
believe you can
give someone the ability to just see just a single ticket in
a Queue. I
believe it is "all or nothing at all". The privilege should be titled
"ShowTickets" instead of "ShowTicket".
Kenn
LBNL
Prasad Deshpande wrote:
Hi
I have created a privilege user in RT (Ver 3.2.3) so that users can
create the ticket through web interface. But my problem is
they are able
to see other tickets in the same queue as well. I want
user to see only
the tickets which they have created and should able to create the
tickets in a queue with access to select the custom fields.
I have tried by deselecting "Let this user be granted
rights" option,
but with this custom fields are not available to the users while
creating the tickets.
Actually, this is possible. For the interested queue, go to the Group
Rights configuration. From there, give Everyone the right to
ReplyToTicket and CreateTicket. Then, for the Requestor group, give
them ModifyTicket and ShowTicket. This way, requestors can only see
what they have requested, and nothing else. But anyone can create or
reply to tickets via email. We have this configuration working
correctly. Also, if you want to allow Everyone to see the queue in the
"New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x
setup.
Eric Schultz
United Online
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