Tickets see right - only the owned ones

RT Users
1

Hi all,

is it possible that users can see only the tickets they own? Idea is that
the head of IT department create project(master ticket) and subtasks(child
tickets) for sub departments. Head of sub department can see all tickets in
queue of his department, but other users can only see tickets they own.

Must we create queue for each user to achive that ?

Regards,

Bostjan

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2

Hi all,

is it possible that users can see only the tickets they own? Idea is that
the head of IT department create project(master ticket) and
subtasks(child
tickets) for sub departments. Head of sub department can see all tickets
in
queue of his department, but other users can only see tickets they own.

Must we create queue for each user to achive that ?

Regards,

Bostjan

I don’t think you need a separate queue for each user. Probably a queue
for each sub department? Can sub department heads see Sounds like you have
three roles:

  • IT department head
  • sub department head
  • worker

Create:

  • a single group containing IT department head(s).
  • a group for each subdept, each containing sub department head(s)
  • a group for each subdept, each containing sub dept workers
  • queue for each sub dept

For each queue, set up group rights:

  • all access for IT dept head group
  • all access for appropriate sub dept head group
  • ‘OwnTicket’ for appropriate worker group
  • ShowTicket etc. for Owner role

So a worker will not be able to see tickets unless they are the owner.

If you’re talking about a single queue for the whole department, a similar
scheme would apply.

Good luck,
Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T