Priviledge user : one query

Hi

I have created a privilege user in RT (Ver 3.2.3) so that users can
create the ticket through web interface. But my problem is they are able
to see other tickets in the same queue as well. I want user to see only
the tickets which they have created and should able to create the
tickets in a queue with access to select the custom fields.

I have tried by deselecting “Let this user be granted rights” option,
but with this custom fields are not available to the users while
creating the tickets.

Any suggestion on this is highly appreciable.

Thanks,

Prasad Deshpande

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Prasad,

I may be wrong (and that is OK with me) but I do not believe you can 

give someone the ability to just see just a single ticket in a Queue. I
believe it is “all or nothing at all”. The privilege should be titled
"ShowTickets" instead of “ShowTicket”.

Kenn
LBNL

Prasad Deshpande wrote:

Prasad,

As an addendum, the lowest level of organization for a ticket is the 

Queue level, therefore it should not be possible to grant privileges
lower than that “for a ticket”. A Custom Field “in a ticket”, however,
allows the privileges to see it and modify it at the user and group levels.

Kenn
LBNL

Prasad Deshpande wrote:

Prasad,

I may be wrong (and that is OK with me) but I do not
believe you can
give someone the ability to just see just a single ticket in
a Queue. I
believe it is “all or nothing at all”. The privilege should be titled
"ShowTickets" instead of “ShowTicket”.

Kenn
LBNL

Prasad Deshpande wrote:

Hi

I have created a privilege user in RT (Ver 3.2.3) so that users can
create the ticket through web interface. But my problem is
they are able
to see other tickets in the same queue as well. I want
user to see only
the tickets which they have created and should able to create the
tickets in a queue with access to select the custom fields.

I have tried by deselecting “Let this user be granted
rights” option,
but with this custom fields are not available to the users while
creating the tickets.

Actually, this is possible. For the interested queue, go to the Group
Rights configuration. From there, give Everyone the right to
ReplyToTicket and CreateTicket. Then, for the Requestor group, give
them ModifyTicket and ShowTicket. This way, requestors can only see
what they have requested, and nothing else. But anyone can create or
reply to tickets via email. We have this configuration working
correctly. Also, if you want to allow Everyone to see the queue in the
"New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x
setup.

Eric Schultz
United Online

Eric,

Correct. I misread Prasad's note. I thought he didn't want anyone to 

see all the tickets in a Queue (like seeing the subject of all tickets
in a Queue “list”). If I’d read the note more carefully, I would have
realised that. My bad. Certainly, a Queue can be set up to allow only
Requestors to see & modify their own tickets. We have a similar set up
only we keep the “CreateTicket”, “ReplyToTicket”, & “SeeQueue” rights
limited to Privileged only and “ModifyTicket”, “DeleteTicket”,
“ShowTicketComments”, “CommentOnTicket”, “TakeTicket”, etc. to Owners
(our technical support staff) and “ShowTicket” and “Watch” for Requestors.

Kenn
LBNL

Schultz, Eric wrote:

Hi,

Thanks Eric, Kenneth for your valuable inputs. I have configured the
same and it is working fine. With this requesters are able to see the
tickets which they have created.

But I have one more query; I do not want requestor to know the status of
open and new tickets in a queue. Current they can see this from ‘Quick
Search’. Is there any way to restrict this? I want owners to see the
queue status but not the requestor.

Thanks again for your help.

Prasad Deshpande
Bajaj Finance-----Original Message-----
From: Schultz, Eric [mailto:ESchultz@corp.untd.com]
Sent: Tuesday, 25 July, 2006 11:07 PM
To: Kenneth Crocker; Prasad Deshpande
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] priviledge user : one query

Prasad,

I may be wrong (and that is OK with me) but I do not
believe you can
give someone the ability to just see just a single ticket in
a Queue. I
believe it is “all or nothing at all”. The privilege should be titled
"ShowTickets" instead of “ShowTicket”.

Kenn
LBNL

Prasad Deshpande wrote:

Hi

I have created a privilege user in RT (Ver 3.2.3) so that users can
create the ticket through web interface. But my problem is
they are able
to see other tickets in the same queue as well. I want
user to see only
the tickets which they have created and should able to create the
tickets in a queue with access to select the custom fields.

I have tried by deselecting “Let this user be granted
rights” option,
but with this custom fields are not available to the users while
creating the tickets.

Actually, this is possible. For the interested queue, go to the Group
Rights configuration. From there, give Everyone the right to
ReplyToTicket and CreateTicket. Then, for the Requestor group, give
them ModifyTicket and ShowTicket. This way, requestors can only see
what they have requested, and nothing else. But anyone can create or
reply to tickets via email. We have this configuration working
correctly. Also, if you want to allow Everyone to see the queue in the
"New ticket in" drop-down, grant SeeQueue. This is all on a 3.4.x
setup.

Eric Schultz
United Online

DISCLAIMER:
This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.
Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse@bajajauto.co.in.

Unless you grant Everyone or Privileged the right “ShowTicket”, the
queue should not show up in the “Quick Search” for that user. So make
sure only Requestor has ShowTicket, and that the other two groups do
not.

Eric Schultz
United Online