Here is the situation
2 departments, 2 queues. They don’t want to see each others stuff.
All of this works except if department A opens a ticket in department B’s queue.
Even if the end user is the ticket requester, Department A is not able to see the ticket.
User Get a permissions error and only sees the ticket number no data.
All users in the departments are privileged.
I do not see a permission option for requester to see and comment on ticket.
Please help.
Not knowing which version you use, on my RT 4.4.2 I can set permissions for the requestor role for each queue individually on the Group Rights page in the Admin pages for the queue.
In addition, in menu Admin - Global - Group Rights you can set the global group rights for all queues which also include permissions for the requestor role.
Gerald,
I am in fact in 4.4.1
Under General Rights, I do not see a way for the requester to view their tickets only.
I want the requester , that is a priveledged user, but no access to the queue, to be able to self serve their ticket.
Well, which rights have you assigned the requestor role on that queue or in global group rights? Have you assigned ShowTicket privilege to the requestor role?
EDIT: I have just tested it and it works fine for me. You have to assign the necessary rights to the requestor role…
OMG, now I feel so stupid. I didnt see the role requestor.
thank you so much.