How to setup RT users and groups?

RT Users
1

Hi, How to setup RT users and groups that users can
only ShowTicket in their own group. Group users can
see the tickets, other group users can’t. Thanks for
help, Zhiming.

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2

Zhiming Liu escreveu:

Hi, How to setup RT users and groups that users can
only ShowTicket in their own group. Group users can
see the tickets, other group users can’t. Thanks for
help, Zhiming.

Hi,
You can create as many queues as you as there are groups and turn on
“SeeQueue” and “ShowTicket” for each one related to each group.
Ex. There are the A, B and C groups. I create the A_Queue, B_Queue and
C_Queue, and then on turn on the SeeQueue, ShowTicket, etc permission on
A_Queue to A group and so on…

I think it’s not possible to make this kind of access control within the
same queue… Am I mistaken?

Gilmar Santos Jr

3

Gilmar,

You said, "I think it's not possible to make this kind of access

control within the same queue… Am I mistaken?". If I understood your
question correctly, the answer is “Yes”, you could set up different
access rights for any number of groups you want to access the Queue. We
have a variety of Queues and groups where 1 Queue may have several
groups with different types of access as well as many groups that have
different types of access to several different Queues. It’s all in the
way you configure your Queues.

Kenn
LBNL

Gilmar Santos Jr wrote:

4

Hi, Kenn.

Maybe I didn’t make myself clear… It’s possible to setup different
access rights within the same queue for different groups, like group A
can take, group B can comment, etc. But I was talking about, for
example, the “ShowTicket” permission. Can I set up RT to show some
tickets to a group and not to other group within the same queue? The
"ShowTicket" permission applies to all tickets in the queue, and not for
groups of tickets. That’s why I suggested creating one queue for each
group :slight_smile:

Gilmar Santos Jr

Kenneth Crocker escreveu:

5

Hi Zhiming,

I don’t think that’s possible, cause a ticket may have at most one owner
(enven when it has “no owner” it’s owned by RT::Nobody) and the
permissions are queue’s properties (If someone has the "ShowTicket"
permission for some queue, then all tickets in the queue can be shown to
him).

But if it could be possible, what would be done when a new ticket comes?
The super user would have to assign the new ticket to a group, right?
What if a hundred tickets were created in a day?
Think about using more than one queue, even if these queues have the
same templates and scrips (in which case you can make them global, or
replicate in each queue if the first isn’t a good idea), differing only
in ACL.

Gilmar Santos Jr

Zhiming Liu escreveu:

6

Gilmare,

Yes. I misunderstood your situation and you're correct, If one ticket

is available to a group, all tickets are. Different Queues for different
types of tickets will allow you to do what you want. We use that method
here as well. We have several Queues to handle different types (groups)
of tickets within an overall support area and different access rights
per group per queue.

Kenn
LBNL

Gilmar Santos Jr wrote: