Okay, I think I get it. Users themselves are never added to queues.
Instead, much like making users admins, you create groups with the
privieleges you want on a given queue, then add users to those groups.
We have a guy in Graphics who also does technology work. I’d create a
Graphics queue and an IT queue, then a graphics_admin group, a
graphics_staff group, an it_admin group, and an it_staff group, setting
permissions as appropriate. Finally, I’d add this guy to both
graphics_staff and it_staff, thus making him a member of both queues.
Hopefully I have this right, because it make a lot of sense.On Sun, Sep 4, 2016 at 3:48 AM, Joop jvdwege@xs4all.nl wrote:
On 4-9-2016 1:34, Alex Hall wrote:
Hello list,
I’m in the process of setting up RT for testing in the company I work for.
I get groups and users now, and I know what queues are for. What I can’t
find is how to add users to queues. Memberships for a user only includes
groups.
As I understand it, a queue is a logical grouping of tickets by topic. We
might have an IT queue, a customer service queue, a graphics design queue,
and so on. That way, users can open tickets for a given queue, and those in
that queue would be notified and could act on the ticket. That’s where I’m
stuck, though: how do I get users to be part of queues, so they get ticket
notifications and access? Or, like making users admins, am I thinking about
this the wrong way round? Thanks!
You can add groups on a queue level of global. On a queue level you can
only add a subset of rights of that of a global group but the way you add
groups is the same.
Goto Admin/Queues and select a queue, goto the group rights tab and when
the page with rights appear you can ADD GROUP on the bottom left. Start
typing a new name to add a ne group and assign right to that group from the
3 tabs on the left. Put some users into that group and they should only be
able to do what has been assign to that queue.
Watch out for rights you add globally to predefined groups. If you add
SuperUser to Everyone you can’t revoke that right on a lower level!.
The way I test is either by using the extension BecomeUser or to have two
browsers open, one with the admin interface and one with a user in the
groups I’m doing admin on. Refreshing the page in the latter is enough to
see the effect of rights added or removed in the admin one.
You can use the groups to make them watchers on a queue and then they will
receive email. What probably will work is to have two sets of groups, one
for notifications and one for access, like IT_Admin_Access vs
IT_Admin_Notif. I have gone for the single group variant.
I have partitioned access/notification mostly into 3 parts, _Admin, _User,
_Extern, so for a queue of IT I have 3 groups:
- IT_Admin contains the people who can do almost anything in this
queue, add/remove people, rights, except system rights etc
- IT_User contains the people doing the actual work on tickets, so
they can change their on dashboards/searches/profile etc
- IT_Extern contains the few people outside of our org that need
access to the tickets their org has made and where SelfService isn’t
enough, they see for example no comments, no tickets in other queues, can’t
change much
You can add rights to these 3 groups on 3 different levels: Global, Queue
and Group level then add then to the queue under Group Rights and under
Watchers where I add the _Admin and _User as AdminCC’s and the _Extern as
CC roles so that the external orgs don’t see our internal (Comment)
communication.
Hope this clears things up, a little. If not let us know and we’ll try to
help.
Joop
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
- Boston - October 24-26
- Los Angeles - Q1 2017
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com