Hi,

You can modify the Ticket Owner dropdowns by using the UpdateObjectList callback in Elements/SelectOwner, you would remove all unwanted users from the list of objects passed to this callback.

You possibly need to use the Modify callback in Elements/ShowUser too, I suspect there are others, but those should get you started.

Best Regards

Martin

On 2017-01-04 14:35, Felix Defrance wrote:
Le 04/01/2017 à 15:10, Alex Hall a écrit :

Okay, searching users is the problem? I'm not sure, but what about
an overlay that conditionally shows that part of page templates? You
could create a group to which you'd assign any user you don't want
viewing other users, then find the element that displays the user
search and add a condition to return nothing if the user belongs to
that group?
 Yes, this is a part of the problem. The second, but not important,
it's just for the look&feel, the ability to custom "Rt at a glance" by
user groups.

For the first, I don't known how I can do " then find the element that
displays the user search and add a condition to return nothing if the
user belongs to that group"

On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <fe...@d2france.fr>
wrote:

Le 04/01/2017 à 14:02, Alex Hall a écrit :

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.
Yes! In the begining, that's what I tried to do. Restrict
privilieged users. But I didn't find how restrict the access to the
SearchUser.

A member of a queue can search and view all users.

In my setup, a queue and group, are dedicated to a customer.

A customer should not be able to fetch other informations that are
not inside of their queue. Thus, not be able to search all user in
RT database..

Maybe, it's possible to limit the search function to their queue or
desactivate the access to the menu search. Do you know about that ?

Thanks,

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

--
Félix Defrance
PGP: 0x0F04DC57

--

Alex Hall
 Automatic Distributors, IT department
 ah...@autodist.com

--
Félix Defrance
PGP: 0x0F04DC57

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