Thank you all for you responses ... I need to pay more attention to what
rights are assigned on my system ..
Ruslan; I am not sure if I would agree with you about the
CommentOnTicket right, there is a big difference between adding/
therefore seeing Comments and changing the status of a ticket ..
Thanks once more.
Roy
Ruslan Zakirov wrote:
On 7/26/07, Roy El-Hames <[EMAIL PROTECTED]> 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???
only ShowTicket right allows you to see a ticket. For example user has
SeeQueue and CreateTicket right, but has no ShowTicket, it's a valid
setup. User can create ticket, but he get "you can not see newly
created ticket". Role is good way (only way) to grant conditional
rights, for example user has right X only if he's a requestor.
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?
Adding more rights make things more complicated we're trying to balance.
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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