Tickets private to the owner & requestor

RT Users
1

I would like any user (say user1) to be able to assign a ticket to any
other user (say user2), but not allow user1 to view all user2’s tickets;
ideally, user1 could view the tickets that he (user1) created and/or
assigned to user2, but not any other ticket owned by user2.
Is that possible?

I thought that this would help:
New Queue: Blah
New Group: BlahUsers
GroupRights for Queue Blah:
BlahUsers get CreateTicket
Requestor gets ShowTicket, ModifyTicket, SeeQueue
Owner gets Show, Own, Modify, etc.

But the members of BlahUsers are not listed in the owner pull-down menu
when creating a ticket. Is there something else I need to grant to the
BlahUsers Group that will enable them to assign any ticket they created
to any member of BlahUsers?

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

2

Changing ownership is a right associated with ModifyTicket, which
requires ShowTicket to be useful.

You could do it with queue rights; give somebody ShowTicket &
ModifyTicket on a Queue (call it “incoming” or something), then they can
assign the owner and move the ticket to a new queue where they do not
have View or Modify rights (call it “in progress” or something).

That’s how we handle our Security incident queue. Anybody can put a
ticket in the queue, but the ability to actually view or modify the
tickets is restricted to the security group.

Rick R.

Duncan Hutty wrote: