Re: [rt-users] How unprivileged users could see all tickets in their queue?

[Martin Wheldon]

Hi Félix,

I've just tried to configure this on a RT 4.4.1 install using a custom 
role and it seems to work fine.
Here is the process I carried out.
I've got 2 unprivileged users with a single queue, each being the owner 
of multiple tickets in that queue.
I created a new custom role, then assigned it to the queue. Next I added 
the users to the custom role. (Done on the queue, watchers tab)
The I added the SeeQueue and ShowTickets permissions to the custom role 
on the queue.

Now when I login as either of the users I see all the tickets in that 
queue owner by those users.

Hope that helps

Best Regards

Martin

On 2017-01-04 08:45, Emmanuel Lacour wrote:
Le 03/01/2017 à 18:27, Felix Defrance a écrit :

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?

SelfService filters ticket list to tickets the user is watcher on
(requestor or Cc). This is hard coded in
share/html/SelfService/Elements/MyRequests:

my $id = $session{'CurrentUser'}->id;
my $Query = "( Watcher.id = $id )";

if ($status) {
    $status =~ s/(['\\])/\\$1/g;
    $Query .= " AND Status = '$status'";
}

so if you wan't to relax this to all tickets users have ShowTicket
rights, you have to modify this query ;)

But I strongly discourage (unless really needed) to setup an RT
instance with one queue per customer, best to think queues per
internal support team and play with customroles/groups or customfields
to set the customer.