Specifying what queues can be seen on the "RT at a glace" page on a per user basis

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.

P : ++353 93 23151
F : ++353 93 23110
E : mailto:clancyian@cel.ie
W : http://www.cel-europe.com

[…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.

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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 ?

regards,
Ian

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 ?

regards,
Ian


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Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

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:

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.

smime.p7s (2.47 KB)

Have you tried this patch: http://wiki.bestpractical.com/index.cgi?SelectDefaultQueue (I have not, but it sounds like what you’re looking for)?

Sincerely,
Frank Pater
DCANet
http://www.dca.net
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 ?

regards,
Ian


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Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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We’re hiring! Come hack Perl for Best Practical:
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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.

P : ++353 93 23151
F : ++353 93 23110
E : mailto:clancyian@cel.ie
W : http://www.cel-europe.com

Frank Pater wrote:

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.

P : ++353 93 23151
F : ++353 93 23110
E : mailto:clancyian@cel.ie
W : http://www.cel-europe.com

Frank Pater wrote:

Have you tried this patch:
http://wiki.bestpractical.com/index.cgi?SelectDefaultQueue (I have not,
but it sounds like what you’re looking for)?

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 ?

regards,
Ian


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

Best regards, Ruslan.