Question on whether or not this is possible

RT Users
1

Hi folks

We are using RT internally for issue tracking, and starting to use it
for more workflow type things.

At the same time, I am thinking we might want to use it for customer
facing interfaces to bugs (ala web page). But we want to keep the
customer bits and the internal workflow bits separate. Is it possible
to create users that can only see some things on specific queues, but
have no rights to other queues?

So if user joe@xyz.com wants to query the database, they can do it,
only for the support queue, but not for the other queues?

Or do we need to set up a separate RT system for the non-support
workflow bits, and not provide customer access to the workflow system?

Thanks!

Joe
Joseph Landman, Ph.D
Founder and CEO
Scalable Informatics Inc.
email: landman@scalableinformatics.com
web : http://scalableinformatics.com
NameBright - Coming Soon
phone: +1 734 786 8423 x121
fax : +1 866 888 3112
cell : +1 734 612 4615

2

So if user joe@xyz.com wants to query the database, they can do it,
only for the support queue, but not for the other queues?

Yes, you want to grant rights at the queue-level rather than the global
system level. Go to Configuration > Queues > [Select a queue] > Modify
Group/User Rights.

Thomas

3

Joe,

Actually, you might want to grant some rights globally that you want all to
do and wouldn’t affect Queue access, like “ReplyToTicket” and loading/saving
searches.
I have a guideline for rights that we use for just such a thing. If you’re
interested, I’ll send it to you.

Kenn
LBNLOn Wed, Oct 20, 2010 at 11:54 AM, Thomas Sibley trs@bestpractical.comwrote:

On 20 Oct 2010 14:23, Joe Landman wrote:

So if user joe@xyz.com wants to query the database, they can do it,
only for the support queue, but not for the other queues?

Yes, you want to grant rights at the queue-level rather than the global
system level. Go to Configuration > Queues > [Select a queue] > Modify
Group/User Rights.

Thomas

4

Joe,

Actually, you might want to grant some rights globally that you want all
to do and wouldn’t affect Queue access, like “ReplyToTicket” and
loading/saving searches.
I have a guideline for rights that we use for just such a thing. If
you’re interested, I’ll send it to you.

Hi Kenn

Yes, I am interested. Thanks!

Joe

Kenn
LBNL

 >   So if user joe@xyz.com <mailto:joe@xyz.com> wants to query the
database, they can do it,
 > only for the support queue, but not for the other queues?

Yes, you want to grant rights at the queue-level rather than the global
system level.  Go to Configuration > Queues > [Select a queue] > Modify
Group/User Rights.

Thomas

Joseph Landman, Ph.D
Founder and CEO
Scalable Informatics, Inc.
email: landman@scalableinformatics.com
web : http://scalableinformatics.com
http://scalableinformatics.com/jackrabbit
phone: +1 734 786 8423 x121
fax : +1 866 888 3112
cell : +1 734 612 4615