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
Kobus Bensch Trustpay Global LTD email signature Kobus Bensch
Senior Systems Administrator
Address: 22 & 24 | Frederick Sanger Road | Guildford | Surrey | GU2 7YD
DDI: 0207 871 3958
Tel: 0207 871 3890
Email: kobus.bensch@trustpayglobal.com
mailto:kobus.bensch@trustpayglobal.com
Trustpay Global Limited is an authorised Electronic Money Institution
regulated by the Financial Conduct Authority registration number 900043.
Company No 07427913 Registered in England and Wales with registered address
130 Wood Street, London, EC2V 6DL, United Kingdom.
For further details please visit our website at www.trustpayglobal.com.
The information in this email and any attachments are confidential and
remain the property of Trustpay Global Ltd unless agreed by contract. It is
intended solely for the person to whom or the entity to which it is
addressed. If you are not the intended recipient you may not use, disclose,
copy, distribute, print or rely on the content of this email or its
attachments. If this email has been received by you in error please advise
the sender and delete the email from your system. Trustpay Global Ltd does
not accept any liability for any personal view expressed in this message.
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