Hi, Thanks Eric, Kenneth for your valuable inputs. I have configured the same and it is working fine. With this requesters are able to see the tickets which they have created.
But I have one more query; I do not want requestor to know the status of open and new tickets in a queue. Current they can see this from 'Quick Search'. Is there any way to restrict this? I want owners to see the queue status but not the requestor. Thanks again for your help. Prasad Deshpande Bajaj Finance -----Original Message----- From: Schultz, Eric [mailto:[EMAIL PROTECTED] Sent: Tuesday, 25 July, 2006 11:07 PM To: Kenneth Crocker; Prasad Deshpande Cc: [email protected] Subject: RE: [rt-users] priviledge user : one query > 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 DISCLAIMER: This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to [EMAIL PROTECTED] _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
