Unowned Tickets list

RT Users
1

Hi

I saw an email from an RT user regarding unowned tickets. I have a
similar problem where it appears all users see all unowned tickets. And
search I may I am unable to find the correct combination of rights to
prevent this except for the users belonging to all groups.

I have the following setup:

User A belongs to group A. Queue Comp1 has group a as membership with
the following rights for the group and the queue:
Queue group rights

  Current rights

/(Check box to revoke right)/
CommentOnTicket
CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
StealTicket
TakeTicket
Watch

Group rights

  Current rights

/(Check box to revoke right)/
SeeGroup

Can you perhaps let em know where I am going wrong.

Thanks in advance

Kobus

2

Kobus,

From what you've listed, it looks like anyone in this group SHOULD be

able to see all unowned tickets, at least in queue comp1. I didn’t see
the right to modify listed so I assume you have granted that right
globally to the role “owners”. I would think that the key to “seeing”
unowned tickets in a queue is having the rights “TakeTicket”,
“StealTicket”, and “OwnTIcket” for that queue either individually or
thru group rights. Also, if those rights are granted globally to
“Privileged” or “Everyone”. If those rights are granted to any roles
globally or for a queue and someone is in one of those roles then that
will also allow them to see unowned tickets in a queue. I might be
wrong, but that’s how it seems to work for us.

Kenn
LBNLOn 11/2/2007 7:11 AM, Kobus Bensch wrote:

Hi

I saw an email from an RT user regarding unowned tickets. I have a
similar problem where it appears all users see all unowned tickets. And
search I may I am unable to find the correct combination of rights to
prevent this except for the users belonging to all groups.

I have the following setup:

User A belongs to group A. Queue Comp1 has group a as membership with
the following rights for the group and the queue:
Queue group rights

  Current rights

/(Check box to revoke right)/
CommentOnTicket
CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
StealTicket
TakeTicket
Watch

Group rights

  Current rights

/(Check box to revoke right)/
SeeGroup

Can you perhaps let em know where I am going wrong.

Thanks in advance

Kobus

The rt-users Archives

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3

Hi Kenn

Thank you, your advise was spot on.

KobusFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 02 November 2007 22:20
To: Kobus Bensch
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unowned Tickets list

Kobus,

From what you've listed, it looks like anyone in this group SHOULD

be
able to see all unowned tickets, at least in queue comp1. I didn’t see
the right to modify listed so I assume you have granted that right
globally to the role “owners”. I would think that the key to “seeing”
unowned tickets in a queue is having the rights “TakeTicket”,
“StealTicket”, and “OwnTIcket” for that queue either individually or
thru group rights. Also, if those rights are granted globally to
“Privileged” or “Everyone”. If those rights are granted to any roles
globally or for a queue and someone is in one of those roles then that
will also allow them to see unowned tickets in a queue. I might be
wrong, but that’s how it seems to work for us.

Kenn
LBNL

Hi

I saw an email from an RT user regarding unowned tickets. I have a
similar problem where it appears all users see all unowned tickets. And
search I may I am unable to find the correct combination of rights to
prevent this except for the users belonging to all groups.

I have the following setup:

User A belongs to group A. Queue Comp1 has group a as membership with
the following rights for the group and the queue:
Queue group rights

  Current rights

/(Check box to revoke right)/
CommentOnTicket
CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
StealTicket
TakeTicket
Watch

Group rights

  Current rights

/(Check box to revoke right)/
SeeGroup

Can you perhaps let em know where I am going wrong.

Thanks in advance

Kobus

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in touch
today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

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