Let me try to explain a little better how we're set up: We have 3 departments: Service A, Service B and Service C. The model the departments opted for was a 'dispatch' queue for all incoming tickets, and then the tickets get transferred to a work queue. Service A has 2 dispatch queues and 1 work queue. Service B has 3 dispatches queues and 8 work queues Service C has 1 dispatch queue and 1 work queue.
The mandate from management is they want anyone with an active account inside RT to be able to view any ticket in any queue. So my "Employee" group has to include the members of Service A B and C which is causing the problem. What I'm trying to do is create either dashboards or stock RT At A Glance per user so 95% of the time they only can see the things they can "work" on. Does that help or have I muddied it more? Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com<mailto:hd-gene...@qvii.com> To report email issues: postmas...@qvii.com<mailto:postmas...@qvii.com> From: Thomas Bätzler [mailto:t.baetz...@bringe.com] Sent: Monday, February 13, 2017 11:27 AM To: Cena, Stephen (ext. 300) <s...@qvii.com>; 'rt-users@lists.bestpractical.com' <rt-users@lists.bestpractical.com> Subject: AW: Pre-configure users "RT At A Glance" with specific elements - Default Dashboards? If all your users are seeing all of your queues "you're doing it wrong" ;-)
