Rights issue - seeing queues

In our application or RT, we would like users to see only the tickets they
own as assigned by the person in charge of that queue. The idea is that the
user selects the queue and see a list of tickets they own, but does not see
what tickets are assigned to other users. We are working with third party
contractors and do not want each contractor to see what the oterh
contractors are assigned or working on.

I can’t find a way to do this with the current permissions, ShowTicket
allows the user to see every ticket, and removing it prevents the user
seeing any tickets. Even though the user owns the ticket, trying to access
it results in: “No permission to view ticket”. I would have thought the
owner of a ticket should be able to view it.

Any ideas?

We are using RT 3.0.9

Chris Mason
masonc@masonc.com
Box 340, The Valley, Anguilla, British West Indies
Tel. (264) 497-5670 - Cell: (264) 235-5670 - Also (305)-735-3483
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Read http://wiki.bestpractical.com/?Rights
You should grant ShowTicket to owner role.

Chris Mason wrote:

Read http://wiki.bestpractical.com/?Rights
You should grant ShowTicket to owner role.

I have read all the documentation that I could find, and I have
"ShowQueue" set up for Everyone, and Unprivileged users at the QUEUE
level, but in the SelfService interface the users can not see any
"queue" listing at all, the only options they have on the left side is
"Open Tickets", “Closed Tickets”, “New Ticket” and “Preferences”.

I’m surely missing something obvious, but no amount of reading the
doc/wiki pages has helped.

Steve

Steve Palm — stevep@sga.org
Computer Systems Analyst/Programmer
Slavic Gospel Association – Loves Park, IL

Read http://wiki.bestpractical.com/?Rights
You should grant ShowTicket to owner role.

I have read all the documentation that I could find, and I have
"ShowQueue" set up for Everyone, and Unprivileged users at the QUEUE
level, but in the SelfService interface the users can not see any
"queue" listing at all, the only options they have on the left side is
"Open Tickets", “Closed Tickets”, “New Ticket” and “Preferences”.

I’m surely missing something obvious, but no amount of reading the
doc/wiki pages has helped.

Um, I guess I was… The users were added via the LDAP AutoLookup code
and they were set as unprivileged, and I guess those users cannot see
or do more. So, I made the privileged and appropriately scaled their
permissions based on what we want them to do.

As a side note, it’s unfortunate that so many User Interface things
are available to people who cannot perform those tasks… It would be
ideal (from my perspective) that if a given write was not available to
a user, that interface element was not available, but I think that
causes too much work on the GUI side of things.

Steve

Steve Palm — stevep@sga.org
Computer Systems Analyst/Programmer
Slavic Gospel Association – Loves Park, IL

Steve Palm wrote:

Read http://wiki.bestpractical.com/?Rights
You should grant ShowTicket to owner role.

I have read all the documentation that I could find, and I have
"ShowQueue" set up for Everyone, and Unprivileged users at the QUEUE
level, but in the SelfService interface the users can not see any
"queue" listing at all, the only options they have on the left side is
"Open Tickets", “Closed Tickets”, “New Ticket” and “Preferences”.
Click on “New ticket” and you’ll see queues.