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
_______________________________________________
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
_______________________________________________
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
