Le 05/01/2017 à 12:22, Alex Hall a écrit :
> Martin's suggestion makes sense, but I thought Felix was trying to restrict
> user search, not ticket search? That is, he doesn't want users to be able to
> search (and thus view the names of) all users? It's quite early here, so my
> brain may still be muttled and I could be wrong.
Alex, after I see it was possible to display any tickets via the search
module, I want to restrict this too.
>
> Sent from my iPhone
>
>> On Jan 5, 2017, at 06:08, Martin Wheldon
>> <martin.whel...@greenhills-it.co.uk> wrote:
>>
>> 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.
In this case, unprivileged users via (SelfService of course), just see
their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in
foobar".
In Tickets, I just see "Open tickets" and "Closed Tickets". In both
pages, I just see tickets that users declarated as requestor.
The custom role not provide an access to see all ticket in the queue (as
elacour told to us).
Now I understand the goal of the roles, maybe it's possible to
automaticaly add custom role as a watcher to the right queue on all
existing tickets and the futur new ticket.
Do you think it's possible ?
Thx
>>
>> 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.
--
Félix Defrance
PGP: 0x0F04DC57
