Permissions Questions

Hello all.

Great system. Slowly I am getting my head around permissions. However I have a problem with this situation:

I have a User: Ray

Ray is a member of 3 groups:

  •     Group Q1
    
  •     Group Q2
    
  •     Group Q3
    

These Groups all watch the following Queues:

  •     Q1
    
  •     Q2
    
  •     Q3
    

Each of these Queues have saved searches associated with them.

I now want a Dashboard, let’s say it will be called Ray’s Q2 Dashboard.

I want to see the saved searches portal here but I would like it to show only the Q2 saved searches.

Since Ray watches all three queues, I find that I am getting the Save Searches showing for all the 3 Queues.

Possible to do with the correct Permission settings?

[ARC]http://www.arcproductions.com/

Ray Corbett Technology Projects Manager

p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com

Ray,

Yep. It also depends on where you saved those group searches and the
“Group” permissipns you gave to members of those groups. Group permissions
are different than Queue/Ticket permissions.

For example, you could give members of Group 2 the rights to see/modify,
load, etc Group2 searches but NOT give those rights to members of the other
groups. Then Ray, being a member of all 3 groups, would only see the
searches saved under Group2.

If those searches are all the same, then you could save those searches are
RT Global searches and NOT saved as Group searches and then Ray would only
see them once.

It really boils down to how you have your Queues and Groups set up. If you
segregate enough, you can create groups that are combinations of other
groups and then grant rights appropriately. There’s all kindsof
configurations you can play with if you set up the Queues/Groups
relationships correctly.

I could answer more definitively if I knew what groups need to see what
information in what Queues. The kinds of overlaps in information and
searches, etc.

Hope this helps.

KennOn Wed, Feb 20, 2013 at 7:25 AM, Raymond Corbett < Raymond.Corbett@arcproductions.com> wrote:

Hello all. ****


Great system. Slowly I am getting my head around permissions. However I
have a problem with this situation:****


I have a User: Ray****


Ray is a member of 3 groups:****

· Group Q1

· Group Q2

· Group Q3


These Groups all watch the following Queues:****

· Q1

· Q2

· Q3


Each of these Queues have saved searches associated with them. ****


I now want a Dashboard, let’s say it will be called Ray’s Q2 Dashboard. *



I want to see the saved searches portal here but I would like it to show
only the Q2 saved searches. ****


Since Ray watches all three queues, I find that I am getting the Save
Searches showing for all the 3 Queues. ****


Possible to do with the correct Permission settings?****




[image: ARC] http://www.arcproductions.com/****

Ray Corbett Technology Projects Manager*

p:** *416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.com
****




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