Queue Question and users who can view a queue

RT Users
1

I’m attempting to create a list of users that are able to view just the
queue that they belong too. I’m starting to run in circles string to
figure this out.

Example…

Users A,B, and C I want to be part of the support queue.

Users E and F are part of a NET-OPS queue.

Id like users a,b and c to be able to view only the support queue. At
the same time Id like to have the NET-OPS users be able to monitor both
the Support and NET-OPS queue.

I have tried many combinations of permissions to accomplish this how
ever I have not had any luck… I can only get users to view the tickets
that they open. I want them to see all tickets sent to the queue for the
department that they belong too.

Thanks
Shawn

2

Users A,B, and C I want to be part of the support queue.

Users E and F are part of a NET-OPS queue.

Id like users a,b and c to be able to view only the support queue. At
the same time Id like to have the NET-OPS users be able to monitor both
the Support and NET-OPS queue.

Grant SeeQueue and ShowTicket and whatever else you need to a-e on
support. Grant to only e and f on NET-OPS. Make sure you have no
global rights that will supercede the queue rights.

I have tried many combinations of permissions to accomplish this how
ever I have not had any luck.

You may want to look over the rights information on the wiki at
Request Tracker Wiki.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

3

Id like users a,b and c to be able to view only the support queue. At
the same time Id like to have the NET-OPS users be able to monitor
both the Support and NET-OPS queue.

I have tried many combinations of permissions to accomplish this how
ever I have not had any luck… I can only get users to view the
tickets that they open. I want them to see all tickets sent to the
queue for the department that they belong too.

This becomes much easier if you put the users into groups first.
Create a support group for users a,b,c, and a net-ops group for
the others. Give the support group the permissions you want
on the support queue. Give the net-ops group permissions on
both queues. If you want them to get email copies you have
to also make them admincc’s.

Les Mikesell
les@futuresource.com

4

Just to be sure things are set up right I wanted to remove the groups
and users and start from scratch. Im unable to find away to remove users
and groups as well as queus.-----Original Message-----
From: Les Mikesell [mailto:les@futuresource.com]
Sent: Wednesday, August 04, 2004 4:21 PM
To: Shawn Guillemette
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Queue Question and users who can view a queue

On Wed, 2004-08-04 at 15:11, Shawn Guillemette wrote:

Id like users a,b and c to be able to view only the support queue. At
the same time Id like to have the NET-OPS users be able to monitor
both the Support and NET-OPS queue.

I have tried many combinations of permissions to accomplish this how
ever I have not had any luck… I can only get users to view the
tickets that they open. I want them to see all tickets sent to the
queue for the department that they belong too.

This becomes much easier if you put the users into groups first. Create
a support group for users a,b,c, and a net-ops group for the others.
Give the support group the permissions you want on the support queue.
Give the net-ops group permissions on both queues. If you want them to
get email copies you have to also make them admincc’s.

Les Mikesell
les@futuresource.com

5

Just to be sure things are set up right I wanted to remove the groups
and users and start from scratch. Im unable to find away to remove users
and groups as well as queus.

You can never (without external tools) remove anything from RT. You
can disable users, groups and queues or just dump in a new database if
there is nothing worth preserving.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”