Hi all,
I’m getting more comfortable with global versus group rights, and system
groups versus created groups. However, there’s an odd thing happening with
some of the users we’re adding to RT that I can’t track down.
Some users, ones I created weeks ago during alpha testing, can only view
the queue to which their group is assigned. The problem there is that they
should be able to open tickets in other queues, though not view tickets in
other queues.
The other thing is that new users have access to all queues, despite
their group being set up in what I believe to be the same way. I want them,
too, to be able to open a ticket anywhere but view tickets only for their
queue.
I’ve revoked the global right to “view queue” for everyone, privileged, and
unprivileged. I’ve granted that same right for the groups. I’ve also
checked, and the users in question are in the right groups and no more.
Again: my goal is to let all users, except admins, open a ticket in any
queue but only view/manage tickets in their own queue. Thanks.
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com
I got the problem of all users viewing all queues sorted. However, even if
I grant “create tickets” on a given queue to either everyone or privileged,
no one is able to select anything but their own queue when creating
tickets. Do I have to let users see a queue in order to open a ticket in
it? I hope not, but I’m starting to think that’s the only way.On Wed, Sep 28, 2016 at 10:45 AM, Alex Hall ahall@autodist.com wrote:
Hi all,
I’m getting more comfortable with global versus group rights, and system
groups versus created groups. However, there’s an odd thing happening with
some of the users we’re adding to RT that I can’t track down.
Some users, ones I created weeks ago during alpha testing, can only view
the queue to which their group is assigned. The problem there is that they
should be able to open tickets in other queues, though not view tickets in
other queues.
The other thing is that new users have access to all queues, despite
their group being set up in what I believe to be the same way. I want them,
too, to be able to open a ticket anywhere but view tickets only for their
queue.
I’ve revoked the global right to “view queue” for everyone, privileged,
and unprivileged. I’ve granted that same right for the groups. I’ve also
checked, and the users in question are in the right groups and no more.
Again: my goal is to let all users, except admins, open a ticket in any
queue but only view/manage tickets in their own queue. Thanks.
–
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com
I got the problem of all users viewing all queues sorted. However, even if I
grant “create tickets” on a given queue to either everyone or privileged, no
one is able to select anything but their own queue when creating tickets. Do
I have to let users see a queue in order to open a ticket in it?
I believe the user needs SeeQueue to create tickets in a queue.
-m
Yes, that did it. I thought “view queue” would also let everyone, well,
view it, but it seems to have made it appear in the dropdown for ticket
creation only. Confusing wording, but it works. 
I think that’ll do it
for rights, until my boss asks for something else that trips me up.On Wed, Sep 28, 2016 at 3:38 PM, Matt Zagrabelny mzagrabe@d.umn.edu wrote:
On Wed, Sep 28, 2016 at 2:36 PM, Alex Hall ahall@autodist.com wrote:
I got the problem of all users viewing all queues sorted. However, even
if I
grant “create tickets” on a given queue to either everyone or
privileged, no
one is able to select anything but their own queue when creating
tickets. Do
I have to let users see a queue in order to open a ticket in it?
I believe the user needs SeeQueue to create tickets in a queue.
-m
Alex Hall
Automatic Distributors, IT department
ahall@autodist.com