RT permissions question

Good evening,

I have a group of users that have full access to all queues on the system. However, we have on queue that this group should be able to open a ticket in but they should not be able to see the tickets in the new tickets. Any suggestions as to how this can be done? Thanks.

–Dale

Dale Poulter
Automation Coordinator
Library Information Technology Services
Vanderbilt University
419 21st Avenue South, Room 812
Nashville, TN 37203-2427
(615)343-5388
(615)343-8834 (fax)
(615)207-9705 (cell)
dale.poulter@vanderbilt.edumailto:dale.poulter@vanderbilt.edu

Dale,

It sounds like you want them to be able to open a ticket but not see it.
That’s not possible. You have to see it to open it, unless you do it via
CommandByMail.

Kenn
LBNLOn Tue, May 25, 2010 at 5:05 PM, Poulter, Dale dale.poulter@vanderbilt.eduwrote:

Good evening,

I have a group of users that have full access to all queues on the system.
However, we have on queue that this group should be able to open a ticket
in but they should not be able to see the tickets in the new tickets. Any
suggestions as to how this can be done? Thanks.

–Dale


Dale Poulter
Automation Coordinator

Library Information Technology Services
Vanderbilt University

419 21st Avenue South, Room 812
Nashville, TN 37203-2427
(615)343-5388
(615)343-8834 (fax)
(615)207-9705 (cell)
dale.poulter@vanderbilt.edu

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

It sounds like you want them to be able to open a ticket but not see it. That’s not possible.
You have to see it to open it, unless you do it via CommandByMail.

That isn’t true.
If a user has SeeQueue and CreateTicket they can easily create a
ticket in a queue using the New Ticket In button, even if they don’t have ShowTicket.

Dale’s real issue is that it sounds like he handed out global rights
to a group and will now need to go back and hand those rights out on a
queue level in order to exclude this queue.

-kevin> On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale <[1]dale.poulter@vanderbilt.edu> wrote:

 Good evening,

 I have a group of users that have full access to all queues on the system. However, we have
 on queue that this group should be able to open a ticket in but they should not be able to
 see the tickets in the new tickets. Any suggestions as to how this can be done? Thanks.

Kevin,

My mistake. I thought he said “open” a ticket, not “create” a ticket. My
bad.

Kenn
LBNLOn Wed, May 26, 2010 at 8:51 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Wed, May 26, 2010 at 08:41:02AM -0700, Kenneth Crocker wrote:

It sounds like you want them to be able to open a ticket but not see
it. That’s not possible.
You have to see it to open it, unless you do it via CommandByMail.

That isn’t true.
If a user has SeeQueue and CreateTicket they can easily create a
ticket in a queue using the New Ticket In button, even if they don’t have
ShowTicket.

Dale’s real issue is that it sounds like he handed out global rights
to a group and will now need to go back and hand those rights out on a
queue level in order to exclude this queue.

-kevin

On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale <[1] dale.poulter@vanderbilt.edu> wrote:

 Good evening,

 I have a group of users that have full access to all queues on the

system. However, we have

 on queue that this group should be able to open a ticket in but they

should not be able to

 see the tickets in the new tickets. Any suggestions as to how this

can be done? Thanks.

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com