Creating a read-only monitor type role

RT Users
1

Hello all,

I need to create a role (or group) for users that will have read-only
access to the system. They need to look at a particular queue, look at
the tickets,… but they should not be able to submit tickets, or be
assigned a ticket or participate in the workflow.

I am playing with the queue rights but so far I am not sure how to set that up.

Any suggestions?
Thanks,
Thierry

2

Hello all,

I need to create a role (or group) for users that will have read-only
access to the system. They need to look at a particular queue, look at
the tickets,… but they should not be able to submit tickets, or be
assigned a ticket or participate in the workflow.

I am playing with the queue rights but so far I am not sure how to set that up.

Just give to this group “SeeQueue”, “ShowTicket” and if you want
“ShowTicketComments” on the queue they should have read access. With
this they will be able to see the tickets in the queue, but will not be
available as ticket owner and not able to reply to those tickets or
modify ticket meta-datas.

Of course unless you have other rights set to
privileged/unprivileged/everyone pseudo groups or
Requestor/Owner/Cc/AdminCc roles that give them more rights.

3

Emmanuel,

You are right and I overlooked the rights under for that queue for
Privileged users.

On the other hand there is maybe a UI improvement to consider: If a
user has no rights to create a ticket, you can still see the quick
ticket creation dialog and the create ticket button, even if using
them results in an error message since no queue is assigned. I would
be cleaner to not present this dialog and button in the first place.

Thanks,
Thierry