Okay, I think I get it. Users themselves are never added to queues. Instead, much like making users admins, you create groups with the privieleges you want on a given queue, then add users to those groups.
We have a guy in Graphics who also does technology work. I'd create a Graphics queue and an IT queue, then a graphics_admin group, a graphics_staff group, an it_admin group, and an it_staff group, setting permissions as appropriate. Finally, I'd add this guy to both graphics_staff and it_staff, thus making him a member of both queues. Hopefully I have this right, because it make a lot of sense. On Sun, Sep 4, 2016 at 3:48 AM, Joop <[email protected]> wrote: > On 4-9-2016 1:34, Alex Hall wrote: > > Hello list, > I'm in the process of setting up RT for testing in the company I work for. > I get groups and users now, and I know what queues are for. What I can't > find is how to add users to queues. Memberships for a user only includes > groups. > > As I understand it, a queue is a logical grouping of tickets by topic. We > might have an IT queue, a customer service queue, a graphics design queue, > and so on. That way, users can open tickets for a given queue, and those in > that queue would be notified and could act on the ticket. That's where I'm > stuck, though: how do I get users to be part of queues, so they get ticket > notifications and access? Or, like making users admins, am I thinking about > this the wrong way round? Thanks! > > You can add groups on a queue level of global. On a queue level you can > only add a subset of rights of that of a global group but the way you add > groups is the same. > Goto Admin/Queues and select a queue, goto the group rights tab and when > the page with rights appear you can ADD GROUP on the bottom left. Start > typing a new name to add a ne group and assign right to that group from the > 3 tabs on the left. Put some users into that group and they should only be > able to do what has been assign to that queue. > Watch out for rights you add globally to predefined groups. If you add > SuperUser to Everyone you can't revoke that right on a lower level!. > The way I test is either by using the extension BecomeUser or to have two > browsers open, one with the admin interface and one with a user in the > groups I'm doing admin on. Refreshing the page in the latter is enough to > see the effect of rights added or removed in the admin one. > > You can use the groups to make them watchers on a queue and then they will > receive email. What probably will work is to have two sets of groups, one > for notifications and one for access, like IT_Admin_Access vs > IT_Admin_Notif. I have gone for the single group variant. > I have partitioned access/notification mostly into 3 parts, _Admin, _User, > _Extern, so for a queue of IT I have 3 groups: > > - IT_Admin contains the people who can do almost anything in this > queue, add/remove people, rights, except system rights etc > - IT_User contains the people doing the actual work on tickets, so > they can change their on dashboards/searches/profile etc > - IT_Extern contains the few people outside of our org that need > access to the tickets their org has made and where SelfService isn't > enough, they see for example no comments, no tickets in other queues, can't > change much > > > You can add rights to these 3 groups on 3 different levels: Global, Queue > and Group level then add then to the queue under Group Rights and under > Watchers where I add the _Admin and _User as AdminCC's and the _Extern as > CC roles so that the external orgs don't see our internal (Comment) > communication. > > Hope this clears things up, a little. If not let us know and we'll try to > help. > > Joop > > > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Boston - October 24-26 > * Los Angeles - Q1 2017 > -- Alex Hall Automatic Distributors, IT department [email protected]
--------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
