We have two problems. I’ve searched the Internet to no avail and I even
have the RT Essentials book.
Firstly I created two new queues and disabled the default General queue.
The root user’s RT home page the “New ticket in” drop down box only
shows the General queue! (same with the quick ticket creation drop down
box).
Privileged users cannot select even the General queue - there are no
queues to select.
I’ve added the SeeQueue right to both new queue’s Group Rights (as well
as CreateTicket and ReplyToTicket) as RT Essentials instructs.
Secondly despite the General queue being disabled I can still create a
ticket in this queue. Is this normal behaviour?
This may not be an issue if the first problem above is resolved so we
don’t have the General queue on the list of available queues to create a
ticket.
I’ve added the SeeQueue right to both new queue’s Group Rights (as well
as CreateTicket and ReplyToTicket) as RT Essentials instructs.
Which groups were these added to, specifically?
Secondly despite the General queue being disabled I can still create a
ticket in this queue. Is this normal behaviour?
This may not be an issue if the first problem above is resolved so we
don’t have the General queue on the list of available queues to create a
ticket.
It may be that the General queue cannot be fully turned off…
Regards,
joe
| Joe Casadonte | joe.casadonte@oracle.com |
|~| |
| Oracle Transportation Management | 1016 West Ninth Avenue |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 |
| 610-491-3315 | King of Prussia, PA 19406 |
I’ve added the SeeQueue right to both new queue’s Group Rights (as
well as CreateTicket and ReplyToTicket) as RT Essentials instructs.
Which groups were these added to, specifically?
Hi!
Thanks for replying.
Using Configuration → Queues → “Queue Name” → Group Rights, I added
SeeQueue to the Privileged System group only.
I assumed the SuperUser root should be able to see all the queues by
default? So only see the disabled General queue made me suspect it was
something other than permissions?
Just a couple of thoughts:
By allowing the system group "privileged" to "SeeQueue", "ShowTicket",
“CreateTicket”, “ReplyToTicket”, you allow any UserId (make sure the
user ID box “Let this user be granted rights” is checked) in the system
to see what’s in that Queue. In the future, you may want to
differentiate which users can see what is in particular Queues. When
signed in as “root” or with a “SuperUser” Id, you may have the “include
disabled queues in listing” box checked.
As to why “privileged” users see nothing in the drop down box, make
sure their UserID configuration has the box checked that allows them to
be granted rights. Hope this helps.
========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========
If you re-enable the General queue, do the others show up?
Ok, I’ve finished work for the weekend, but was just about to re-enable
the General queue from home via the lynx browser but before I could I
discovered the queues appear, for all the users!
I don’t understand why. Previously I was using 2 different PCs, logging
out and in, also re-starting httpd. Some weird caching issue? I’ll have
to wait until Monday to see if Firefox on these 2 PCs still can’t see
the queues.
Thanks for all help and suggestions!
Justin