Privileged; CreateSavedSearch, EditSavedSearch, LoadSavedSearch,
ModifySelf, ShowSavedSearch, SeeQueue, ReplyToTicket.
Owner: CommentOnTicket, CreateTicket, ModifyCustomField, ModifyTicket,
SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments,
TakeTicket (maybe StealTIcket if you want to allow that).
Requestor: SeeCustomField, ShowOutgoingEmail, ShowTicket,
We usually put most of the Owners' rights in a support group (of which
the owner is in) and set aside ModifyTicket for the owner only. But we
have over 150 queues and many, many support groups so we don’t want a
lot of “global” rights out there waiting to be abused. We grant most of
the rights to groups.
What I gave you will allow ANY Privileged user to see all queues and
create/edit/save queries on any queue/ticket they have the “ShowTicket"
right to. The Owner will be able to do all that PLUS he can modify all
parts of the ticket (the ability to modify a custom field is NOT
included in the “ModifyTIcket” right). Requestors will be able to see
ALL parts of a ticket (“ShowTicket” right does NOT include the
"ShowOutgoingEmail” or “ShowCustomField” or “ShowCOmments” rights).
Hope this helps.
LBNLOn 6/5/2008 5:16 PM, Tom Smith wrote:
I’m trying to configure permissions in RT so that everyone can see
every queue but only see those tickets that they are listed as
Requestor or Owner on.
If I assign the rights SeeQueue and ShowTicket to Privileged, they
can see every queue and every ticket on the system. If I assign these
same rights to Requestor (and remove them from Privileged), they
can’t see any of the queues and can see their tickets only if they
search for them.
Ideally, I’d like everyone to be able to see every queue listed in
the “Quick search” section of “RT at a glance” but only be able to
see tickets that they Own or Requested.
Can anyone offer any help for achieving this?
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