Rainer,
Yes, there are a couple different ways. One is to create a user group
for each queue (named appropriately) followed by granting the "SeeQueue"
right to each individual queue for it's corresponding user group. In
essence, just what you did for that one queue/group, do for the others
only you can give the right to "Everybody" in the other queues. That's
one way. You can also grant the "ShowTicket" and "ReplyToEmail"
privileges as well to these groups. This will allow them to actually
"SEE" the info in their tickets in the queue, not just create them, and
to "Reply" as well in case there is some correspondence. This will keep
other users from other queues/groups from creating/seeing/replying to
tickets in a queue they are not associated with. We have over 50 support
queues and VERY FEW Global rights granted.
You can also be even more restrictive by using the role "Requestor" for
some of these rights to keep users in a common group form getting
involved in tickets they didn't create.
Hope this helps.
Kenn
LBNL
On 9/26/2007 2:31 AM, Rainer Duffner wrote:
Hi,
I've got a question regarding RT-rights.
RT (3.6.4) has been working fine, I've setup various queues and the
SelfService Interface worked.
Recently, we had to have a customer with the right to see all the
tickets in "his" queue (and only see his queue).
I did this by removing the "SeeQueue" right from "Everybody" and
creating a group for this one privileged user of the customer, who can
see only this queue.
But as a result (of revoking the "SeeQueue"-right from "Everybody", the
users of the SelfService interface can no longer open tickets in the
interface, because they can't see (and set) the queue.
Has anybody got an idea how to solve this problem?
On a related note, the SelfService Interface doesn't show any option to
sort/search the tickets.
I've just got open tickets / closed tickets.
Is there a way to show a better interface that allows SelfService users
to better sort their tickets?
cheers,
Rainer
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