User permissions

RT Users
1

What permission needs to be set to allow someone to see the tickets
assigned to him? He can see tickets that aren’t owned but anything he
has either taken or has been assigned won’t show up in his list of
tickets owned.

RT v3.5.7

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps

2

What permission needs to be set to allow someone to see the tickets
assigned to him? He can see tickets that aren’t owned but anything he
has either taken or has been assigned won’t show up in his list of
tickets owned.

RT v3.5.7

Give the owner role ShowTicket.

Configuration → Global → Group Rights → Roles ->> Owner → ShowTicket

3

This is what I have. I’ve created a group called RT_Users to which I’ve
assigned everyone that isn’t an admin. To this group I’ve assigned
Global Rights for tickets: CommentOnTicket, CreateTicket, DeleteTicket,
ModifyTicket, OwnTicket, ReplyToTicket, SeeQueue, ShowTicket,
ShowTicketComments, StealTicket, TakeTicket, and Watch; as well as other
rights. I would have thought that these being Global rights, that they
would apply to anything and everything. But to be safe, I applied them
to an individual queue and the user as well. Having the rights in three
different places didn’t change anything. It isn’t just the one user
either. It is all of them.

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps

Todd Chapman wrote:

4

To add: the users can actually open tickets, view them and and modify
them. They simply can’t see anything listed on the opening page where
the 10 newest unowned tickets are as well as the 10 tickets that each
person owns.

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps

Todd Chapman wrote:

5

Turn on query logging in your SQL server and see what
queries are being run and from there we can figure out what is
going on.

-ToddOn Sat, Apr 15, 2006 at 10:46:43PM -0400, Mathew Snyder wrote:

This is what I have. I’ve created a group called RT_Users to which I’ve
assigned everyone that isn’t an admin. To this group I’ve assigned
Global Rights for tickets: CommentOnTicket, CreateTicket, DeleteTicket,
ModifyTicket, OwnTicket, ReplyToTicket, SeeQueue, ShowTicket,
ShowTicketComments, StealTicket, TakeTicket, and Watch; as well as other
rights. I would have thought that these being Global rights, that they
would apply to anything and everything. But to be safe, I applied them
to an individual queue and the user as well. Having the rights in three
different places didn’t change anything. It isn’t just the one user
either. It is all of them.

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps

Todd Chapman wrote:

Hmmmm. Does he have See Queue?

On Thu, Apr 13, 2006 at 12:22:03AM -0400, Mathew Snyder wrote:

That didn’t fix it. In fact, he can’t see ANY tickets.

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps

Todd Chapman wrote:

On Wed, Apr 12, 2006 at 10:53:15PM -0400, Mathew Snyder wrote:

What permission needs to be set to allow someone to see the tickets
assigned to him? He can see tickets that aren’t owned but anything he
has either taken or has been assigned won’t show up in his list of
tickets owned.

RT v3.5.7

Give the owner role ShowTicket.

Configuration → Global → Group Rights → Roles ->> Owner → ShowTicket