Hi, I'm trying to set up RT (latest) for us, but have a problem understanding rights. We want to give users the ability to see their tickets, and _only_ their tickets, including tickets they submitted, but which are not "taken". Ideally, the user could be a group (eg. an IT department) with several human members, who generally should have the same rights. Likewise, if some person out of such a "user" group, a confirmation should be sent to the group as a whole, not only to that member of the group.
The only way I see how to do this, at this moment, is to create one queue per user/group, and assign this user/group rights to only this queue (use a special group if there is more than one person to deal with). I'd like to have the ability to (automatically) assign access rights on a per-ticket basis instead, but don't see how this could be done. It would be nice if you could share some tips or pointers! Kind regards, --Toni++ RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
