Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the “display” problem is to rewrite some of the widgets to only include the desired queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users “RT At A Glance” with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and somehow instruct RT to use them as the “home screen”?

Thanks!

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.commailto:hd-general@qvii.com
To report email issues: postmaster@qvii.commailto:postmaster@qvii.com

We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the “display” problem is to rewrite some of the widgets to only include the desired queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users “RT At A Glance” with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and somehow instruct RT to use them as the “home screen”?

Thanks!

Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only
members of that group can see/work on tickets in their queue. They do not see
any other qeueus. I think you just need to look at your current ACLs more
closely.

Regards,
Ken

Ken - Correct, but there’s one thing I left out that might clear this up:

The company wants to make the RT installation “read only” to all corporate employees. This is where the “See everything” issue comes into play. Also, the way our tickets can move between queues causes extra ‘visibility’ as well.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.com
To report email issues: postmaster@qvii.com

Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only members of that group can see/work on tickets in their queue. They do not see any other qeueus. I think you just need to look at your current ACLs more closely.

Regards,
Ken

Hey Stephen,

  • We have an instance of RT that is shared across three departments. Each
    department only needs to be able to see specific queues. Due to the way
    permissions work in RT, all the queues are visible. My idea to fix the
    “display” problem is to rewrite some of the widgets to only include the
    desired

  • queues (ex: 10 unonwned now is 10 tickets unowned in queues I should
    see). Is there a way that I can pre-populate my users “RT At A Glance” with
    specific elements that are germane to the specific user? (Dept A user gets
    widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and

  • somehow instruct RT to use them as the “home screen”?

If all your users are seeing all of your queues “you’re doing it wrong” :wink:

It’s been a while since I set this up for our site, but assuming that you
have your users properly assigned to departmental groups, you can give the
“view queue” privilege per queue to whichever group needs to see that queue
in “admin queue” => “group rights”. Then make sure that the system
groups/roles don’t have that privilege. Be prepared to logout/login
frequently while you figure this out :wink:

A basic setup might look something like this:

System rights:

            Everyone: comment, create, reply to tickets (nothing else).

This is needed so that Fred Customer can create a ticket via email without
being set up in RT.

            Privileged/Unprivileged: nothing – it’s already covered  by

“everyone”.

Roles:

            Nothing allowed per Role – we do this via user groups

User Groups:

            dept/customer: View Queue, Summaries

            admins: View Queue, lots of privileges

but it really depends on what you’re trying to do. We’re an IT shop so we
have at least one queue per customer, and the guys who work with me have the
rights (if not the inclination ;-)) to do most anything. When you share RT
across multiple departments your requirements might force you to be a bit
more restrictive when giving out privileges. Just remember that RT might
cache permissions for the duration of a session.

MfG,

Thomas Bätzler

BRINGE Informationstechnik GmbH

Zur Seeplatte 12

D-76228 Karlsruhe

Germany

Fon: +49 721 94246-0

Fon: +49 171 5438457

Fax: +49 721 94246-66

Web: http://www.bringe.de/

Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe

Ust.Id: DE812936645, HRB 108943 Mannheim

smime.p7s (4.93 KB)

Let me try to explain a little better how we’re set up:

We have 3 departments: Service A, Service B and Service C. The model the departments opted for was a ‘dispatch’ queue for all incoming tickets, and then the tickets get transferred to a work queue.
Service A has 2 dispatch queues and 1 work queue.
Service B has 3 dispatches queues and 8 work queues
Service C has 1 dispatch queue and 1 work queue.

The mandate from management is they want anyone with an active account inside RT to be able to view any ticket in any queue. So my “Employee” group has to include the members of Service A B and C which is causing the problem.

What I’m trying to do is create either dashboards or stock RT At A Glance per user so 95% of the time they only can see the things they can “work” on.

Does that help or have I muddied it more?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.commailto:hd-general@qvii.com
To report email issues: postmaster@qvii.commailto:postmaster@qvii.comFrom: Thomas Bätzler [mailto:t.baetzler@bringe.com]
Sent: Monday, February 13, 2017 11:27 AM
To: Cena, Stephen (ext. 300) SJC@qvii.com; ‘rt-users@lists.bestpractical.com’ rt-users@lists.bestpractical.com
Subject: AW: Pre-configure users “RT At A Glance” with specific elements - Default Dashboards?

If all your users are seeing all of your queues “you’re doing it wrong” :wink: