How to setup basic permissions?

RT Users
1

Hi,

Here’s what I’d like to have done.

I have 4 queues for different departments. I am setting up the global
permissions for ALL our users. I’d like them to have these abilities.

  • See their own tickets
  • See what queues they can put new tickets into
  • Reply / modify their own tickets / dashboards / profiles

What I don’t want them to have is.

  • ability to read items that they do not own / create

I have created a group called USERS, that everyone starts out in. This
group has the following permissions.

  • CreateOwnDashboard
  • CreatedSavedSearch
  • CreateTicket
  • DeleteOwnDashboard
  • ModifyOwnDashboard
  • ModifySelf
  • ModifyTicket
  • ReplyToTicket
  • SeeOwnDashboard
  • SeeQueue ( I have no idea how else for them to view their tickets,
    which also seems to let them see everything)
  • ShowTicket
  • Watch

So far I have it so they see to much, with no easy way for them to see
only thier tickets. Any advice? I’m sure I need to remove / add some
permissions for the groups.

Thanks,

Charlie

2

Okay so I have been messing with different permissions all morning and
it looks like I need some guidance to get what I’m looking done.

I don’t want the users to have access to the contents of what is in my
queues, yet I want them to see what queues we have to better place
their ticket to the right place. e.g. - development - engineering - etc.

If I remove the permission of ‘view queues’ they do not get any
options for where to create a ticket in on the web interface. If I add
it, they can now get access to the queues.

Is there a solution to work past this problem?

Maybe a proper recipe of permissions, maybe a file I need to modify,
I’m open to any suggestions.

Thanks,

CharlieOn Sep 18, 2008, at 12:27 PM, Charlie Reddington wrote:

Hi,

Here’s what I’d like to have done.

I have 4 queues for different departments. I am setting up the
global permissions for ALL our users. I’d like them to have these
abilities.

  • See their own tickets
  • See what queues they can put new tickets into
  • Reply / modify their own tickets / dashboards / profiles

What I don’t want them to have is.

  • ability to read items that they do not own / create

I have created a group called USERS, that everyone starts out in.
This group has the following permissions.

  • CreateOwnDashboard
  • CreatedSavedSearch
  • CreateTicket
  • DeleteOwnDashboard
  • ModifyOwnDashboard
  • ModifySelf
  • ModifyTicket
  • ReplyToTicket
  • SeeOwnDashboard
  • SeeQueue ( I have no idea how else for them to view their tickets,
    which also seems to let them see everything)
  • ShowTicket
  • Watch

So far I have it so they see to much, with no easy way for them to
see only thier tickets. Any advice? I’m sure I need to remove / add
some permissions for the groups.

Thanks,

Charlie