Dear List,
Is it possible to group certain users ( for example 3 persons of 1
customer ) so they can see the tickets of each other?
I haven’t been able to find anything on the maillist archive yet about
it.
Met vriendelijke groet / With kind regards,
Richard Pijnenburg
Richard,
Hopefully, you do NOT grant rights to individuals, but ONLY grant rights to
groups and that way you merely add users to groups with the same access
needs. WAY less maintenance.
That being said, yes, you can do this. First of all, you can only put
“Privileged” users in a group. Create a group with a name that indicates
what Queue they are primarily working with and their function. Like group
name = “Q1-Watchers” or “Q1-Tech-Support”. Stuff like that. Then add the
members. Then grant “group” privileges to the groups that you want to “see”
these members and “AdminMembership”. Then go to
Configuration->Queues->(select Queue)->GroupRights and grant the rights to
this particulat Queue you want this group to have (ie.SeeQueue, ShowTickets,
ShowComments, ShowOutgoingEmail, etc.) whatever it is you want them to have
specifically. This way you can have any number of groups that can have a
variety of rights, some overlapping, to any Queue, individually. We stay
from most Global Rights except for Queries, Replies, gerneral stuff we want
everyone to have.
Hope this helps.
Kenn
LBNLOn Mon, Aug 9, 2010 at 2:30 AM, Richard Pijnenburg Richard@widexs.nlwrote:
Dear List,
Is it possible to group certain users ( for example 3 persons of 1 customer
) so they can see the tickets of each other?I haven’t been able to find anything on the maillist archive yet about it.
Met vriendelijke groet / With kind regards,
Richard Pijnenburg
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