Apologies, if I remove the owner the CustomRole solution doesn't work.

Best Regards


On 2017-01-05 16:37, Felix Defrance wrote:

In your example you said :
"I've got 2 unprivileged users with a single queue, each being the
owner of multiple tickets in that queue."

But in my case, the users is a customer, and they never owner of the

So, the users see only the tickets they are requestor.

I would like to provide to a set of user, the ablillity to see all
ticket requestor in the queue..


Le 05/01/2017 à 16:00, Martin Wheldon a écrit :


No need to add the custom role to the tickets, just to the queue.

Best Regards


On 2017-01-05 14:26, Felix Defrance wrote:
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
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
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
their own tickets. For me, I have just 2 menus: "Tickets" and "Logged

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
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 ?


Hope that helps

Best Regards


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
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
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
to set the customer.

Félix Defrance
PGP: 0x0F04DC57

Reply via email to