User Display List Restriction

Hello RT Gurus,

A RT newbie question…

Is there a way to restrict the list of users to only the users of the queue?? We have several queues here and when a tickets comes into a particular queue, and if a person managing the queue for that day wants to assign the ticket to a particular user, all the users registered in RT are displayed, which might be the entire company .

Instead here we would like to restrict it to only the users with authority to work on the queue.

Thanks,

Everyone in your entire company has the ability to own tickets in every
queue? Sounds like you need to adjust your permissions.On 11/22/10 10:40 AM, Narayanaswamy, Nagaraj wrote:

Hello RT Gurus,

A RT newbie question…

Is there a way to restrict the list of users to only the users of the
queue?? We have several queues here and when a tickets comes into a
particular queue, and if a person managing the queue for that day
wants to assign the ticket to a particular user, all the users
registered in RT are displayed, which might be the entire company .

Instead here we would like to restrict it to only the users with
authority to work on the queue.

Thanks,

John Arends
jarends@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign

We set up all permissions at the Global->Groups level. Owners can see, see comments, reply and delete tickets. The CC:s can see, comment and reply. AdminCC is the group of users who work on each queue. They have lots of rights, most importantly Own, Steal and Take ticket.

Then, I just make a set of users “watchers” on the queue at the AdminCC level and the list of assignable users is set up correctly.

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

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Sent: Monday, November 22, 2010 11:41 AM
To: rt-users@lists.bestpractical.com
Cc: Narayanaswamy, Nagaraj; Blau, Eric
Subject: [rt-users] User Display List Restriction…

Hello RT Gurus,

A RT newbie question…

Is there a way to restrict the list of users to only the users of the queue?? We have several queues here and when a tickets comes into a particular queue, and if a person managing the queue for that day wants to assign the ticket to a particular user, all the users registered in RT are displayed, which might be the entire company .

Instead here we would like to restrict it to only the users with authority to work on the queue.

Thanks,