Re: [rt-users] SeeQueue and SelfService interface to create tickets
Am 26.09.2007 um 19:25 schrieb Kenneth Crocker: Rainer, Yes, there are a couple different ways. One is to create a user group for each queue (named appropriately) followed by granting the "SeeQueue" right to each individual queue for it's corresponding user group. In essence, just what you did for that one queue/group, do for the others only you can give the right to "Everybody" in the other queues. That's one way. You can also grant the "ShowTicket" and "ReplyToEmail" privileges as well to these groups. This will allow them to actually "SEE" the info in their tickets in the queue, not just create them, and to "Reply" as well in case there is some correspondence. This will keep other users from other queues/groups from creating/seeing/replying to tickets in a queue they are not associated with. We have over 50 support queues and VERY FEW Global rights granted. I've not granted Global rights either (apart from save searches, IIRC). But "Everybody" is everybody. You can also be even more restrictive by using the role "Requestor" for some of these rights to keep users in a common group form getting involved in tickets they didn't create. Hope this helps. After thinking about it some more (which usually happens after one posts), I assigned the right "SeeQueue" to the "Unprivileged" System Group. This way, privileged users from other queues will not be able to see the queue, but unprivileged SelfService users should be able to use it just as if the right was granted to "Everybody". I don't want to create too many groups - even with RightsMatrix, it can become very unwieldily, IMO. I also wanted to create as few queues as possible cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SeeQueue and SelfService interface to create tickets
Rainer, Yes, there are a couple different ways. One is to create a user group for each queue (named appropriately) followed by granting the "SeeQueue" right to each individual queue for it's corresponding user group. In essence, just what you did for that one queue/group, do for the others only you can give the right to "Everybody" in the other queues. That's one way. You can also grant the "ShowTicket" and "ReplyToEmail" privileges as well to these groups. This will allow them to actually "SEE" the info in their tickets in the queue, not just create them, and to "Reply" as well in case there is some correspondence. This will keep other users from other queues/groups from creating/seeing/replying to tickets in a queue they are not associated with. We have over 50 support queues and VERY FEW Global rights granted. You can also be even more restrictive by using the role "Requestor" for some of these rights to keep users in a common group form getting involved in tickets they didn't create. Hope this helps. Kenn LBNL On 9/26/2007 2:31 AM, Rainer Duffner wrote: Hi, I've got a question regarding RT-rights. RT (3.6.4) has been working fine, I've setup various queues and the SelfService Interface worked. Recently, we had to have a customer with the right to see all the tickets in "his" queue (and only see his queue). I did this by removing the "SeeQueue" right from "Everybody" and creating a group for this one privileged user of the customer, who can see only this queue. But as a result (of revoking the "SeeQueue"-right from "Everybody", the users of the SelfService interface can no longer open tickets in the interface, because they can't see (and set) the queue. Has anybody got an idea how to solve this problem? On a related note, the SelfService Interface doesn't show any option to sort/search the tickets. I've just got open tickets / closed tickets. Is there a way to show a better interface that allows SelfService users to better sort their tickets? cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] SeeQueue and SelfService interface to create tickets
Hi, I've got a question regarding RT-rights. RT (3.6.4) has been working fine, I've setup various queues and the SelfService Interface worked. Recently, we had to have a customer with the right to see all the tickets in "his" queue (and only see his queue). I did this by removing the "SeeQueue" right from "Everybody" and creating a group for this one privileged user of the customer, who can see only this queue. But as a result (of revoking the "SeeQueue"-right from "Everybody", the users of the SelfService interface can no longer open tickets in the interface, because they can't see (and set) the queue. Has anybody got an idea how to solve this problem? On a related note, the SelfService Interface doesn't show any option to sort/search the tickets. I've just got open tickets / closed tickets. Is there a way to show a better interface that allows SelfService users to better sort their tickets? cheers, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
