Hi List.
I’m using RT 3.6.0pre1 on RHEL4. We use the system to manage requests
for IT support in the company.
I’ve created 2 IT Support queues, one for each of our sites. When
personnel log into RT at the “RT at a glance” they see tickets from both
queues. What i would like is that when support personnel from site A
login they would only see tickets from Queue A, personnel from Site B
would see site B tickets etc…
Is there a per user preference that i can change to aquire this
behaviour or maybe something in permissions i can change ?.
Thanks
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.
Dunmore Rd,
Tuam,
Co. Galway,
Ireland.
I’ve created 2 IT Support queues, one for each of our sites. When
personnel log into RT at the “RT at a glance” they see tickets from both
queues. What i would like is that when support personnel from site A
login they would only see tickets from Queue A, personnel from Site B
would see site B tickets etc…
[…snip…]
Hi Ian,
You can do this with groups.
Create two groups (Configuration → Groups → New Group) one for site A
staff and one for site B staff. Make all users associated with site A
members of the site A group etc.
Edit the group rights for Queue A and Queue B respectively and only
privilege the associated group with SeeQueue, OwnTicket etc.
Ken.
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Ken O’Driscoll wrote:>On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote:
[…snip…]
I’ve created 2 IT Support queues, one for each of our sites. When
personnel log into RT at the “RT at a glance” they see tickets from both
queues. What i would like is that when support personnel from site A
login they would only see tickets from Queue A, personnel from Site B
would see site B tickets etc…
[…snip…]
Hi Ian,
You can do this with groups.
Create two groups (Configuration → Groups → New Group) one for site A
staff and one for site B staff. Make all users associated with site A
members of the site A group etc.
Edit the group rights for Queue A and Queue B respectively and only
privilege the associated group with SeeQueue, OwnTicket etc.
Ken.
Thank you Everybody for their suggestions. Creating some groups and
changing the appropriate permissions done the trick. I have one small
annoyance remaining though. The default queue for “Quick Ticke Create”
is the same for both of my groups. Does anyone know of a way i can
change the default queue depending on the user or group ?
Have you given everyone a global SeeQueue right? If so, remove it, set
the groups to see their own queue and it should display the way you wish.
Ian Clancy wrote:
Ken O’Driscoll wrote:
[…snip…]
I’ve created 2 IT Support queues, one for each of our sites. When
personnel log into RT at the “RT at a glance” they see tickets from
both queues. What i would like is that when support personnel from
site A login they would only see tickets from Queue A, personnel
from Site B would see site B tickets etc…
[…snip…]
Hi Ian,
You can do this with groups.
Create two groups (Configuration → Groups → New Group) one for site A
staff and one for site B staff. Make all users associated with site A
members of the site A group etc.
Edit the group rights for Queue A and Queue B respectively and only
privilege the associated group with SeeQueue, OwnTicket etc.
Ken.
Thank you Everybody for their suggestions. Creating some groups and
changing the appropriate permissions done the trick. I have one small
annoyance remaining though. The default queue for “Quick Ticke Create”
is the same for both of my groups. Does anyone know of a way i can
change the default queue depending on the user or group ?
Drew,
Yes, but i need this permission so that personnel can move a ticket from
one queue to the other. I also want personnel to be able to create a
ticket on the other queue. This is a requirement. If i remove the
SeeQueue permission this is not possible.
Thanks,
Ian
Yes, but i need this permission so that personnel can move a ticket
from one queue to the other. I also want personnel to be able to
create a ticket on the other queue. This is a requirement. If i
remove the SeeQueue permission this is not possible.
so you have two conflicting requirements. pick one and move on.
voice: 888-4-DCANET (888-432-2638)
fax: 302-426-6386On Thu, May 04, 2006 at 02:42:11PM +0100, Ian Clancy wrote:
Drew,
Yes, but i need this permission so that personnel can move a ticket from
one queue to the other. I also want personnel to be able to create a
ticket on the other queue. This is a requirement. If i remove the
SeeQueue permission this is not possible.
Thanks,
Ian
Drew Barnes wrote:
Have you given everyone a global SeeQueue right? If so, remove it,
set the groups to see their own queue and it should display the way
you wish.
Ian Clancy wrote:
Ken O’Driscoll wrote:
On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote:
[…snip…]
I’ve created 2 IT Support queues, one for each of our sites. When
personnel log into RT at the “RT at a glance” they see tickets from
both queues. What i would like is that when support personnel from
site A login they would only see tickets from Queue A, personnel
from Site B would see site B tickets etc…
[…snip…]
Hi Ian,
You can do this with groups.
Create two groups (Configuration → Groups → New Group) one for site A
staff and one for site B staff. Make all users associated with site A
members of the site A group etc.
Edit the group rights for Queue A and Queue B respectively and only
privilege the associated group with SeeQueue, OwnTicket etc.
Ken.
Thank you Everybody for their suggestions. Creating some groups and
changing the appropriate permissions done the trick. I have one small
annoyance remaining though. The default queue for “Quick Ticke
Create” is the same for both of my groups. Does anyone know of a way
i can change the default queue depending on the user or group ?
Frank,
Thanks, thats exactly what i need. Unfortunately there are some errors
when i run the patch against 3.6.0pre1 . I’ll see if i can sort this out
myself and post an updated patch.
regards,
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.
Dunmore Rd,
Tuam,
Co. Galway,
Ireland.
Hm, I think 3.5/3.6 allow user to customize QuickSearch box, open
RT->Preferences->RT at a glance->Quick Search. Isn’t it what you need?On 5/4/06, Ian Clancy ClancyIan@cel.ie wrote:
Frank,
Thanks, thats exactly what i need. Unfortunately there are some errors
when i run the patch against 3.6.0pre1 . I’ll see if i can sort this out
myself and post an updated patch.
regards,
–
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.
Dunmore Rd,
Tuam,
Co. Galway,
Ireland.
Sincerely,
Frank Pater
DCANet http://www.dca.net
voice: 888-4-DCANET (888-432-2638)
fax: 302-426-6386
On Thu, May 04, 2006 at 02:42:11PM +0100, Ian Clancy wrote:
Drew,
Yes, but i need this permission so that personnel can move a ticket
from
one queue to the other. I also want personnel to be able to create a
ticket on the other queue. This is a requirement. If i remove the
SeeQueue permission this is not possible.
Thanks,
Ian
Drew Barnes wrote:
Have you given everyone a global SeeQueue right? If so, remove it,
set the groups to see their own queue and it should display the way
you wish.
Ian Clancy wrote:
Ken O’Driscoll wrote:
On Thu, 2006-05-04 at 11:50 +0100, Ian Clancy wrote:
[…snip…]
I’ve created 2 IT Support queues, one for each of our sites. When
personnel log into RT at the “RT at a glance” they see tickets
from
both queues. What i would like is that when support personnel from
site A login they would only see tickets from Queue A, personnel
from Site B would see site B tickets etc…
[…snip…]
Hi Ian,
You can do this with groups.
Create two groups (Configuration → Groups → New Group) one for
site A
staff and one for site B staff. Make all users associated with
site A
members of the site A group etc.
Edit the group rights for Queue A and Queue B respectively and only
privilege the associated group with SeeQueue, OwnTicket etc.
Ken.
Thank you Everybody for their suggestions. Creating some groups and
changing the appropriate permissions done the trick. I have one
small
annoyance remaining though. The default queue for “Quick Ticke
Create” is the same for both of my groups. Does anyone know of a way
i can change the default queue depending on the user or group ?