Roy,
To answer your first question; I do NOT give them the "ShowTicket"
right. Without that right, they will not see any ticket in a queue. The
second question; "ModifyTicket" as a right INCLUDES the right to comment
on a ticket. This allows you to grant users the right to comment on a
ticket but not change anything else on the ticket. We do not let
users/customer modify tickets. User's/customers make the request, reply
on E_mail, make comments, but all other work and status changes, etc. is
done by the support staff, who, as a group, are allowed to own tickets.
We do not grant ANY of these privileges on a global basis, but on a
Queue by Queue basis as some Quyeue may not want their customers to even
see or make comments. Hope this helps.
Kenn
LBNL
Roy El-Hames wrote:
Kenn;
Thanks for this , a couple of questions:
If you have granted your users the SeeQueue right how are you stopping
them from seeing the ticket listings within a queue???
Its interesting your point about CommentOnTicket right , are you saying
if someone have ModifyTicket they can Comment on a ticket .. I think
this is broken, because I am sure you want some users (like customers)
to modify a ticket (change status etc ) but not add / see comments?
Roy
Kenneth Crocker wrote:
Roy,
We are getting ready to move to RT 3.6.4 and are testing just
about everything (we believe in heavy regression testing as well as
for the new stuff) and have learned a few new things about privileges.
the "SeeQueue" right basically lets a person create a ticket in that
Queue (via drop-down if they also have the "CreateTicket" right for
that Queue). The "ShowTicket" rights seems to be related to a user
finding tickets via Search/Query. For us, we allow some users to
"SeeQueue" and "CreateTicket" so they can create tickets but they
cannot find the tickets individually when in the web. Together, they
allow a person to create and look at the tickets. We give those rights
at the Role "Requestor" level per Queue (different Queue's want
different levels of visibility for their users). "ShowComments",
"CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for
our support groups along with "ModifyTickets", etc. (BTW, the
"CommentOnTicket" is superfluous if the "ModifyTicket" is granted).
Hope this helps.
Kenn
LBNL
Roy El-Hames wrote:
Hi there;
What rights should be granted to users on queues so these queues are
visible from the New Ticket in Drop down ..
and also from the Queue drop down in the Basics section ..
What I want is for some users to be able to create tickets and move
tickets to a particular queue, however they should n't see the ticket
listing or search in any of these queues (ie the SeeQueue right shows
more that I would like) ..
Any pointers will be appreciated ..
Roy
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