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”?
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.
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.
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.
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 youre doing it wrong
Its 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 dont have that privilege. Be prepared to logout/login
frequently while you figure this out
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 its 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 youre trying to do. Were 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.
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.
