RE: [rt-users] Unowned Tickets list
Hi Kenn Thank you, your advise was spot on. Kobus -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: 02 November 2007 22:20 To: Kobus Bensch Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unowned Tickets list Kobus, From what you've listed, it looks like anyone in this group SHOULD be able to see all unowned tickets, at least in queue comp1. I didn't see the right to modify listed so I assume you have granted that right globally to the role "owners". I would think that the key to "seeing" unowned tickets in a queue is having the rights "TakeTicket", "StealTicket", and "OwnTIcket" for that queue either individually or thru group rights. Also, if those rights are granted globally to "Privileged" or "Everyone". If those rights are granted to any roles globally or for a queue and someone is in one of those roles then that will also allow them to see unowned tickets in a queue. I might be wrong, but that's how it seems to work for us. Kenn LBNL On 11/2/2007 7:11 AM, Kobus Bensch wrote: > Hi > > I saw an email from an RT user regarding unowned tickets. I have a > similar problem where it appears all users see all unowned tickets. And > search I may I am unable to find the correct combination of rights to > prevent this except for the users belonging to all groups. > > I have the following setup: > > User A belongs to group A. Queue Comp1 has group a as membership with > the following rights for the group and the queue: > Queue group rights > > > Current rights > > /(Check box to revoke right)/ > CommentOnTicket > CreateTicket > OwnTicket > ReplyToTicket > SeeQueue > StealTicket > TakeTicket > Watch > > Group rights > > > Current rights > > /(Check box to revoke right)/ > SeeGroup > > Can you perhaps let em know where I am going wrong. > > Thanks in advance > > Kobus > > > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Unowned Tickets list
Kobus, From what you've listed, it looks like anyone in this group SHOULD be able to see all unowned tickets, at least in queue comp1. I didn't see the right to modify listed so I assume you have granted that right globally to the role "owners". I would think that the key to "seeing" unowned tickets in a queue is having the rights "TakeTicket", "StealTicket", and "OwnTIcket" for that queue either individually or thru group rights. Also, if those rights are granted globally to "Privileged" or "Everyone". If those rights are granted to any roles globally or for a queue and someone is in one of those roles then that will also allow them to see unowned tickets in a queue. I might be wrong, but that's how it seems to work for us. Kenn LBNL On 11/2/2007 7:11 AM, Kobus Bensch wrote: Hi I saw an email from an RT user regarding unowned tickets. I have a similar problem where it appears all users see all unowned tickets. And search I may I am unable to find the correct combination of rights to prevent this except for the users belonging to all groups. I have the following setup: User A belongs to group A. Queue Comp1 has group a as membership with the following rights for the group and the queue: Queue group rights Current rights /(Check box to revoke right)/ CommentOnTicket CreateTicket OwnTicket ReplyToTicket SeeQueue StealTicket TakeTicket Watch Group rights Current rights /(Check box to revoke right)/ SeeGroup Can you perhaps let em know where I am going wrong. Thanks in advance Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Unowned Tickets list
Hi I saw an email from an RT user regarding unowned tickets. I have a similar problem where it appears all users see all unowned tickets. And search I may I am unable to find the correct combination of rights to prevent this except for the users belonging to all groups. I have the following setup: User A belongs to group A. Queue Comp1 has group a as membership with the following rights for the group and the queue: Queue group rights Current rights /(Check box to revoke right)/ CommentOnTicket CreateTicket OwnTicket ReplyToTicket SeeQueue StealTicket TakeTicket Watch Group rights Current rights /(Check box to revoke right)/ SeeGroup Can you perhaps let em know where I am going wrong. Thanks in advance Kobus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Unowned Tickets list on RT at a Glance
John, You can also make sure that the "SeeQueue" and "ShowTicket" privileges are not set for Everyone (globally or per queue)or for all privileged users, etc. and are just for the groups/users that WANT to see that queue/tickets. If a user (individually or in a group) does not have those privileges, I do not believe they will see unwanted queues/tickets on their home page. Kenn LBNL John Arends wrote: Can anyone think of a way to prevent tickets from certain queues from showing up under Unowned Tickets on the RT at a Glance page? We have users who need full access to some queues occasionally, but they do not work with tickets from those queues on a daily basis, and are not responsible for them. As a result it would be nice if tickets from those queues did not show up in their unowned tickets list. ___ 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
RE: [rt-users] Unowned Tickets list on RT at a Glance
Hello, -Original Message- > Can anyone think of a way to prevent tickets from certain queues from > showing up under Unowned Tickets on the RT at a Glance page? ___ You can edit the saved search that generates the unowned list. On our system, it's called "[_1] newest unowned tickets" and the TicketSQL is: Owner = 'Nobody' AND Queue != 'PurpleForm' AND ( Status = 'new' OR Status = 'open' OR Status = 'waiting' ) Or conversely, I am sure you could pass in a (Queue = 'first' or Queue = 'second') to specify which queues should show. Hope that helps, Erik ___ 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] Unowned Tickets list on RT at a Glance
Can anyone think of a way to prevent tickets from certain queues from showing up under Unowned Tickets on the RT at a Glance page? We have users who need full access to some queues occasionally, but they do not work with tickets from those queues on a daily basis, and are not responsible for them. As a result it would be nice if tickets from those queues did not show up in their unowned tickets list. ___ 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
