RT Permissions

RT Users
1

Hi Everyone,

We have a Request Tracker set up with over 20 queues. Those who can log
into Request Tracker can “see” the queues and view tickets in any queue;
however, folks generally work on tickets within their particular queue.
Also, those who have permission, can update tickets accordingly in the
queue they are assigned.

We have a request from one of our users to have their queue set up in
such a way, so no one can “see” their queue, except those who are
responsible for their queue. We have a situation where by our IS
department uses 13 queues for the various function areas, and the users
of these queues have the right to view tickets in any of the IS queues
and freely move tickets between the IS queues. Therefore, they need to
see other queues in order to perform their job functions. Sometimes a
ticket, though rarely, is directed to other company queues, for example,
power requests to our facilities deprtment.

Is there a way to set things up so the new queue is invisible to our
other users, but we still can retain the functionality we have today?

One solution was to allow all IS groups to access each of the IS queues,
unfortunately, it has an undesirable affect of displaying all the IS
queues under the “newest unowned ticket” area on the “RT at a glance”
display. Our queue managers only want to see tickets which belong to
their particular queue on this display.

Another solution, though undesirable, is to set up a separate Request
Tracker environment for this group. This has a few issues:

  1. The expense to set up and maintain a separate Request Tracker
    environment.
  2. The volume of tickets is expected to be less than 20 tickets per
    week.

If anyone has another idea that would not be too nasty to implement,
please let me know.

Any ideas would be most welcome.

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

2

Hi Toan,

Thank you for the reply. Just curious, because it is not really
documented anywhere, what does “SeeQueue” do? Does it allow you to see
one queue or all queues? I have to play a bit more with permissions, so
if anyone knows where they are defined and what they actually do that
will be great.

Nick

PS Our folks really did not want to deal with saved searched for the
“newest unknown tickets”.

Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky@digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.comFrom: RT Users [mailto:rt-users@lists.bestpractical.com]
Sent: Thursday, April 12, 2007 4:42 PM
To: Nick Metrowsky; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Permissions

Is there a way to set things up so the new queue is invisible to our
other users, but we still can retain the functionality we have today?

In RT-3.6.x the different roles can be given ACL’s to “See Queue” so
only Owners etc would have the queue visible.

One solution was to allow all IS groups to access each of the IS
queues,
unfortunately, it has an undesirable affect of displaying all the IS
queues under the “newest unowned ticket” area on the “RT at a glance”
display. Our queue managers only want to see tickets which belong to
their particular queue on this display.

You could remove the “newest unowned ticket search” from the homepage
and add custom searches on relevant queues instead. (RT-3.6.x)

Taan

3

You probably have groups of users. You can edit group rights over each queue,
assign rights to those groups (Seequeue, SHowticket, showticketcomment etc).
You should do the same with User rights. After all, you will need to remove
Global Groups Rights and Global User Rights.

SuperUser will continue to see all Queues.Em Quinta 12 Abril 2007 19:07, Nick Metrowsky escreveu:

Hi Everyone,

We have a Request Tracker set up with over 20 queues. Those who can log
into Request Tracker can “see” the queues and view tickets in any queue;
however, folks generally work on tickets within their particular queue.
Also, those who have permission, can update tickets accordingly in the
queue they are assigned.

We have a request from one of our users to have their queue set up in
such a way, so no one can “see” their queue, except those who are
responsible for their queue. We have a situation where by our IS
department uses 13 queues for the various function areas, and the users
of these queues have the right to view tickets in any of the IS queues
and freely move tickets between the IS queues. Therefore, they need to
see other queues in order to perform their job functions. Sometimes a
ticket, though rarely, is directed to other company queues, for example,
power requests to our facilities deprtment.

Is there a way to set things up so the new queue is invisible to our
other users, but we still can retain the functionality we have today?

One solution was to allow all IS groups to access each of the IS queues,
unfortunately, it has an undesirable affect of displaying all the IS
queues under the “newest unowned ticket” area on the “RT at a glance”
display. Our queue managers only want to see tickets which belong to
their particular queue on this display.

Another solution, though undesirable, is to set up a separate Request
Tracker environment for this group. This has a few issues:

  1. The expense to set up and maintain a separate Request Tracker
    environment.
  2. The volume of tickets is expected to be less than 20 tickets per
    week.

If anyone has another idea that would not be too nasty to implement,
please let me know.

Any ideas would be most welcome.

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

 Fernando Frota Machado de Morais
    IR Team - Divisao de Redes de Comunicacao
    Centro de Computacao
    Universidade Federal de Minas Gerais
    Brasil
    Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

/"
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