Group rights

Hi

I have now tried every setting possible. How do I give a group
permissions to see all the tickets in a particular queue, even if the
ticket owner has been changed to a person not in that group?

Thanks

Kobus
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I have now tried every setting possible. How do I give a group
permissions to see all the tickets in a particular queue, even if the
ticket owner has been changed to a person not in that group?

Theres no way to say “If a user is an owner of a ticket in the given
queue, let them see all other tickets in the queue” if I’m reading your
description correctly.

If you want all privileged users to be able to see tickets in the queue,
grant the relevant rights to the SYSTEM group Privileged under the
queue’s group rights (Admin -> Queues -> Click Queue Name -> Group
Rights) (/Admin/Queues/GroupRights.html?id=XXX).

If you want owners of tickets to see the tickets they own in the queue
but not other tickets (which I think is a little different than what you
describe above), then grant the relevant rights to the Owner role in the
queue’s group rights.

I have now tried every setting possible. How do I give a group
permissions to see all the tickets in a particular queue, even if the
ticket owner has been changed to a person not in that group?

I may be misinterpreting what you want here, but this sounds like you just need
to grant the appropriate rights for that queue to that group and then also to
the owner role for that queue (so that owners who aren’t members of the group
have the same rights).

So select the queue, click on “group rights”, enter the group name into the
"Add Group" box and then enable the rights you want under the “General rights”,
“Rights for Staff” and “Rights for Administrators” categories.

This is the way all our queues are set up but I did it quite a while ago so
exactly which rights are strictly needed to allow the above and which we have
added for other purposes I can’t now recall…! But I’d think you’d need at
least “View Queue” and “View Ticket Summaries” under “General Rights”, as well
as “Modify Tickets”, “Own Tickets”, “Take Tickets”, “View exact outgoing email
messages and their recipients” and “View ticket private commentary” under
"Rights for Staff".

It’s been a while since