Can you describe your setup more? I'm not sure why unprivileged users would need access to all queue tickets, or why each user would have their own queue? As I understand it, unprivileged users are end users (i.e. customers, those who don't work for your organization). Thus, they shouldn't be able to access an entire queue, only tickets they open. Make them privileged, and restrict their rights by adding them to a certain group, and your life may be a lot easier.
For example, you might have a group called "basic users" to which you'd add the users you currently consider unprivileged. That group would have only a few rights, but since its members would be privileged, you wouldn't run into RT's built-in restrictions. As to one queue per user, that would quickly get hard to manage. Queues are for organizing tickets and users. Sure, a queue may have just one user, but each user shouldn't have their own queue. Trying to keep track of the rights of such a setup would be a nightmare, assuming you have a good amount of users. As an example, we have queues for technology, warehouse, customer service, and other divisions within the company. Some queues have a lot of people, some have a few, butthey are all logical groupings of tasks. If I made a new queue for every user, I'd have dozens of them, and tickets would be all over the place! Plus, there's email to consider; if you want to accept incoming emails for ticket replies, you have to make a new Fetchmail or Postfix entry for every single user/queue you have. I hope this makes some sense. As I said, a lot of this depends on your usage pattern and setup concept. If you can explain that to us more, we might be able to help better. On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance <fe...@d2france.fr> wrote: > Hello, > > You right, this rights isn't checked. > > But I can't view all tickets in selfservice anymore. > > I verify the same rights in : > > Admin > Queue, "select the queue name" and Group Rights, select and > grant "unprivileged users" to Seequeue & Showtickets > > In the same section: > > grant group "compagny name" to Seequeue & Showtickets > > > But no effect. > > I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue > & Showtickets but no effect too :( > > Another ideas ? > > Thanks, > > Félix. > Le 03/01/2017 à 18:39, Alex Hall a écrit : > > Have you granted the rights? In Admin > Global > Group Rights, select the > "unprivileged users" tab, then grant "view queue". That should help, though > our setup is quite different so I can't verify it. > > On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance <fe...@d2france.fr> wrote: > >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in SelfService. >> >> I want to allow my unprivileged users, grouped by company name, to see >> all tickets in their queue. >> >> The group rights on the queue is correctly defined and users could access >> to the tickets by entring the ticket number in the "goto Ticket" field (top >> right in SelfService). >> >> I have tried to play with CustomRole but it's not working for me. So >> anybody known how I can do it? >> Thank you, >> >> -- >> Félix Defrance >> PGP: 0x0F04DC57 >> >> > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com > > > -- > Félix Defrance > PGP: 0x0F04DC57 > > -- Alex Hall Automatic Distributors, IT department ah...@autodist.com
