Allowing users to see certain tickets

RT Users
1

Hi I have googled and googled trying to find the solution to the problem I
have and I have checked the lists and found two possible solutions namely:-

http://lists.fsck.com/pipermail/rt-users/2004-March/022130.html

and

http://marc.free.net.ph/message/20031007.091742.fa8f2674.html

I have tried to bent them a little bit to fit my problem But the don’t work.

I want each user to see the queue and the tickets that they own only and I
want the manager to see the queue , the tickets that he/she owns and
everybody’s tickets in his department only so how do I do that?

Thanks for responding to this email.

2

If you want that someone just sees the ticket he owns you must check your rights that this user, or his group hasn’t any rights on the queue or global.
He should not have see ticket rights.
After that you can set in that queue or globally for the owner group see ticket rights. So just the owner of a ticket sees the ticket.

For the manager, owner is the same thing, and what do you mean with tickets in his department? In one queue you could give just the manager see ticket rights on the hole queue.

SAmuel-----Original Message-----
From: phillip [mailto:phillip@reportstar.net]
Sent: Friday,16 April,2004 11:55
To: rt-users@lists.bestpractical.com
Subject: [Rt-users] Allowing users to see certain tickets.

Hi I have googled and googled trying to find the solution to the problem I have and I have checked the lists and found two possible solutions namely:-

http://lists.fsck.com/pipermail/rt-users/2004-March/022130.html

and

http://marc.free.net.ph/message/20031007.091742.fa8f2674.html

I have tried to bent them a little bit to fit my problem But the don’t work.

I want each user to see the queue and the tickets that they own only and I want the manager to see the queue , the tickets that he/she owns and everybody’s tickets in his department only so how do I do that?

Thanks for responding to this email.

RT-Users mailing list
RT-Users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

3

If you want that someone just sees the ticket he owns you must check your
rights that this user, or his group hasn’t any rights on the queue or
global. He should not have see ticket rights.
After that you can set in that queue or globally for the owner group see
ticket rights. So just the owner of a ticket sees the ticket.

For the manager, owner is the same thing, and what do you mean with tickets
in his department? In one queue you could give just the manager see ticket
rights on the hole queue.

what i mean is this each department is represented by a queue and each
department has a manager so the manager should only see the tickets in his
department meaning his tickets and tickets of everybody who works in the
department but thanks for your responce

4

If you want that someone just sees the ticket he owns you must check your
rights that this user, or his group hasn’t any rights on the queue or
global. He should not have see ticket rights.
is this a typo did you mean Show ticket

5

I was a bit confusing because to see a queue you nedd see queue rights and to see a ticket you need show ticket rights.
You are right. See ticket doesn’t exist.

Anyway if you want that one person or a group, for example managers cann see all tickets in a queue give the group or the user show ticket on the queue.
And for the rest give the owner globally show ticket rights.
With this configuration a owner sees the ticket only after the manager has assigned him a ticket, because only the manager can see unowned tickets.

The solution you found in google was something for the requestor groups.

SAmuel

6

I was a bit confusing because to see a queue you nedd see queue rights and
to see a ticket you need show ticket rights. You are right. See ticket
doesn’t exist.

Anyway if you want that one person or a group, for example managers cann
see all tickets in a queue give the group or the user show ticket on the
queue. And for the rest give the owner globally show ticket rights.
With this configuration a owner sees the ticket only after the manager has
assigned him a ticket, because only the manager can see unowned tickets.
Thanks but I want the Employees to see unowned tickets and the tickets that
they own.

7

phillip a écrit :

I want each user to see the queue and the tickets that they own only and I
want the manager to see the queue , the tickets that he/she owns and
everybody’s tickets in his department only so how do I do that?

What do you mean by “see the queue” ?

In RT, the right “See Queue” means “viewing attributes and custom fields
of the queue itself” not “seeing tickets in this queue”.
To allow an user to see all tickets in a queue, you should add the right
“ShowTicket” at queue level for this user (or a group he/she’s member of).

Can you please refine your needs by writing “employees/managers
should/should not” sentences ? eg :

  • employees should see all tickets they own, no matter what queue they
    are in,
  • employees should see all unowned ticket of their department,
  • employees should not see unowned tickets of other departments,
  • manager should see all unowned tickets of all departments,
    …

Guillaume Perréal.

Responsable informatique,
Cemagref, groupement de Lyon,
France.

Tél: (+33) 4.72.20.87.87.
Fax: (+33) 4.78.47.78.75.
Site: http://www.lyon.cemagref.fr/

8

Thanks but I want the Employees to see unowned tickets and the tickets that
they own.

One way to do this would be to make a queue per user that only
the user and manager can see. Then in addition to taking
the ticket from the inbound queue, the user or manager
would push it to the individual queue to hide it from
everyone else. A side effect would be that the managers
get an easy view of how many open tickets each user
has but loses the counts per category that the queues
might otherwise represent. This also lets you set the
watchers/email separately which you would probably want
in this situation.

Les Mikesell
les@futuresource.com

9

I don’t think that is what See Queue means.On Fri, Apr 16, 2004 at 02:45:42PM +0200, Guillaume Perr�al wrote:

phillip a �crit :

I want each user to see the queue and the tickets that they own only and I
want the manager to see the queue , the tickets that he/she owns and
everybody’s tickets in his department only so how do I do that?

What do you mean by “see the queue” ?

In RT, the right “See Queue” means “viewing attributes and custom fields
of the queue itself” not “seeing tickets in this queue”.
To allow an user to see all tickets in a queue, you should add the right
“ShowTicket” at queue level for this user (or a group he/she’s member of).

10

We have many users so we can’t make a queue for each and every user each
department has about 10 usersOn Friday 16 April 2004 09:09 am, Les Mikesell wrote:

On Fri, 2004-04-16 at 05:39, phillip wrote:

Thanks but I want the Employees to see unowned tickets and the tickets
that they own.

One way to do this would be to make a queue per user that only
the user and manager can see. Then in addition to taking
the ticket from the inbound queue, the user or manager
would push it to the individual queue to hide it from
everyone else. A side effect would be that the managers
get an easy view of how many open tickets each user
has but loses the counts per category that the queues
might otherwise represent. This also lets you set the
watchers/email separately which you would probably want
in this situation.

Les Mikesell
les@futuresource.com

11

We have many users so we can’t make a queue for each and every user each
department has about 10 users

I’m not sure I understand. There are many things about managing
a user that are more difficult than creating a queue. If you
want each user’s jobs to have queue-specific attributes (permissions,
watchers, etc.) while he works on it, then the queue level seems
like the right place to do it. Conceptually the queues relate
to the people who are able to work on an issue more than the issue
itself, and if in your workflow once the user is selected no one
else should be allowed to see or help, then putting the job in a
user-specific queue does what you want. Queues are only visible
to those with permission to see them so a large number won’t clutter
the screen of most users.

Les Mikesell
les@futuresource.com