Group question

Hello all,

I have a simple question about groups. I have one single queue. Some
privileged users to manage the queue and several hundred unprivileged users.
I want to group those unprivileged users
into groups (example departments). In fact, I want that when user1 opens a
call, user2 would be able to see the call if he logs in to the interface,
possibly even comment/reply.
I understood that groups apply only to privileged users and found a post
that showed how
we could create groups and add unprivieged users to it. (removing a line in
Admin/Elements/SelectNewGroupMembers)… This works, but I couldn’t make
userA see a ticket created by userB even if both are in the same group.
Is this possible? Is there documentation about such an implementation?

Thanks
LoPo

Paulo Ribeiro wrote:

Hello all,

I have a simple question about groups. I have one single queue. Some
privileged users to manage the queue and several hundred unprivileged
users. I want to group those unprivileged users
into groups (example departments). In fact, I want that when user1 opens
a call, user2 would be able to see the call if he logs in to the
interface, possibly even comment/reply.
I understood that groups apply only to privileged users and found a post
that showed how
we could create groups and add unprivieged users to it. (removing a line
in Admin/Elements/SelectNewGroupMembers)… This works, but I couldn’t
make userA see a ticket created by userB even if both are in the same
group.
Is this possible? Is there documentation about such an implementation?
Yes, grant right SeeTicket(or ShowTicket, don’t remember) to requestor
role only.
Read http://wiki.bestpractical.com/?Rights