Pushing Tickets in queue the "pusher" is not a member of?

RT Users
1

Hello there,

I’m using RT 4.2.8. I’m having several queues for several departments.

Now, tickets have to be pushed into other queues where then the
according department works on them. But the “pusher” should not be a
member of the queue, and he should not even see the queue.

Now I’m not getting anywhere with this. How do I systematically enable
users to push tickets in queues in which they are no members, and which
they don’t need to see?

Thanks for any advice.

Regards, Patrick

2

I’m using RT 4.2.8. I’m having several queues for several departments.

Now, tickets have to be pushed into other queues where then the
according department works on them. But the “pusher” should not be a
member of the queue, and he should not even see the queue.

Now I’m not getting anywhere with this. How do I systematically enable
users to push tickets in queues in which they are no members, and which
they don’t need to see?

What I would probably do is create a custom field and populate it with a
list of the queues using the ‘External custom fields’ documentation:

https://docs.bestpractical.com/rt/4.4.1/extending/external_custom_fields.html#How-to-write-custom-source

In this case the data wouldn’t really be “external” but you can use it
as a reference on how to prepopulate custom fields with the queues.

And then add a scrip so that when that custom field value is changed it
changes the ticket queue.

This will give you a one-off mechanism to allow users to change a
ticket’s queue without them having permissions to see that queue.

3

Hello there,

I’m using RT 4.2.8. I’m having several queues for several departments.

Now, tickets have to be pushed into other queues where then the
according department works on them. But the “pusher” should not be a
member of the queue, and he should not even see the queue.

Now I’m not getting anywhere with this. How do I systematically
enable users to push tickets in queues in which they are no members,
and which they don’t need to see?

Thanks for any advice.

Regards, Patrick

Hi Patrick,

We have given the groups that should only be able to ‘push’ at ticket
to a queue only the SeeQueue and CreateTicket rights. They can see the
name of the queue(s) in that assignment dropdown but not the tickets
in the queue.

Regards,
Ken

4

[…]

Hi Patrick,

We have given the groups that should only be able to ‘push’ at ticket
to a queue only the SeeQueue and CreateTicket rights. They can see the
name of the queue(s) in that assignment dropdown but not the tickets
in the queue.

Regards,
Ken

That should do it! Thank you!

Regards, pgs