Allowing unpriveledged users to see more then just their own tickets


I’ve search for a solution to this problem, and although similar
situations have been discussed in the past, I’m still unsure of what
would be a good solution to this problem.

The problem is this:

We want some people using RT to use the simple SelfService interface.
However, some of these people are all be interested in the same product,
and we want them all to be able to see all the tickets in a particular

The most obvious way to achieve this, to me at least (and I have very
little experience administrating RT), would be to add all these people
to a group, and then write a scrip that adds the group as a cc contact
whenever a ticket gets added to a particular queue.

The problem with this is that then the users can’t be unpriveledged
(since unpriviledged users can’t be added to groups), and therefore
don’t get the SelfService interface.

Possible work arounds would be:

  1. Hack RT to allow unpriviledged users to be added to groups

  2. Hack RT to redirect certain users to the SelfService interface when
    they login.

  3. Have the scrip add a list of users as cc’s or requesters rather then
    a group.

I don’t like solution 3 because any new users wouldn’t be able to see
tickets that were added before the user was added.

I don’t know if either of the remaining solutions are good solutions, or
if there’s a simpler way that I’m missing.

Any advice would be greatly appreciated.