Unexpected results with Rights on new Queue

RT Users
1

rt-users–

Feel like I’m asking a “newbie” questions, but I can’t figure this out, so,

I am running RT 3.0.6 on perl 5.8.0.

I want to create another queue, specifically for one customer. Anyone who
was on staff with this customer would have the ability to see and reply to
tickets. As such, here’s what I did:

  1. Created a new queue, support-customer
  2. Created a new group, Customer Staff
  3. Made two “test” Customer Staff Users, made them priv’d
  4. Assigned the proper rights to the Group under the Queue’s Group Rights
    (SeeQueue, CreateTicket, ShowTicket, ReplyToTicket, Watch)
  5. Assigned the proper rights to the My Company Staff Group (SeeQueue,
    CreatTicket, CommentOnTicket, ReplyToTicket, ShowTicket,
    ShowTicketComments, StealTicket, Watch, WatchAsAdminCc)

Ironically, everything seems to be fine with the Customer Staff Group.
They can do everything I would expect. My issues are with the My Company
Staff users, they cannot see the new queue at all.

I have ensured the user I am logging in as is in the My Company Staff group.
If I add SeeQueue to “Everyone” then I can see the queue, but not see the
tickets. If I add ShowTickets to “Everyone” then I can see the tickets, as
well. It almost appears as if the fact that I have permissions set on the
My Company Staff Group under the support-customer Queue are being ignored.

I am sure I am doing something stupid; does anyone see what it is?

I’ll c/p some snippets below – thanks for any help!

Modify group rights for queue support-customer

System groups
Everyone
Current rights
No rights granted.

Privileged
Current rights
No rights granted.

Unprivileged
Current rights
No rights granted.
Editing membership for group My Company Staff
Users
jason (Jason A. Diegmueller)
tobrien (Tim O’Brien)
jedwards (Joe Edwards)

Modify group rights for queue support-customer
My Company Staff
Current rights
(Check box to revoke right)
OwnTicket
CreateTicket
CommentOnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

[logged in as jason]
*NOTE: Cannot see the support-customer queue
Editing membership for group Customer Staff
Users
fwilliams (Frank Williams)
customertest2 (Customer Test User 2)

Customer Staff Current rights
(Check box to revoke right)
Watch
ReplyToTicket
SeeQueue
CreateTicket
ShowTicket

[logged in as frank]
Current search criteria
Queue = support-customer [delete]
Found 1 ticket
*NOTE: Ticket #9 displayed

2

Sigh,

turns out the Group I was working with somehow got disabled. Unlike Queues,
disabled Groups still show up in the listing and I never thought twice about
it.

Woops!

-j