What permissions?

RT Users
1

In RT 3.8.4

I have several queues, and several matching groups (IE, group NOC, queue NOC). Each (privileged) person in the group can see, create, modify, etc., tickets in their queue. However, I would like them to be able to create and move tickets to other queues - but, not to be able to see (as in see the tickets) in those queues. For instance, the NOC people should be able to create a ticket in the Operations queue, without being able to see the tickets in the operations queue.

Is this possible?

Thanks
Scott

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2

Scott,

Yep. Just give those groups the rights you want them to have for those
Queues. I think that would be the “SeeQueue”, “CreateTicket”, and
probably “ReplyToTicket” rights would do. That way they can create the
tickets, see the “list” of ticket in a queue and reply to any
email/notifications for those tickets. If you give the role “Requestor”
the “ShowTicket” right, then any privileged user will see ONLY their
tickets in that queue. Hope this helps.

Kenn
LBNLOn 7/16/2009 10:00 AM, Lander, Scott wrote:

In RT 3.8.4

I have several queues, and several matching groups (IE, group NOC,
queue NOC). Each (privileged) person in the group can see, create,
modify, etc., tickets in their queue. However, I would like them to
be able to create and move tickets to other queues - but, not to be
able to see (as in see the tickets) in those queues. For instance,
the NOC people should be able to create a ticket in the Operations
queue, without being able to see the tickets in the operations queue.

Is this possible?

Thanks
Scott

This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.

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3

Its maybe possible if you give the NOC group SeeQueue permission on the
destination queue, this will enable them to see the queue in the New
ticket in queue list and the queue list in the basics section.

Regards;
Roy
Lander, Scott wrote:

4

Here is my suggestion.

Go to Configuration > Queues > Queue you want to give rights to. Click
Group Rights. Give the NOC group ModifyTicket and Create Ticket rights.
You may be able to get away with only giving them Create Ticket. Do not
give ShowTicket or SeeQueue rights - They will be able to “see” the
queue and tickets with these.

Example: Configuration > Queues > Operations. Scroll down to User
Defined Groups. Within NOC check ModifyTicket and Create Ticket. Click
Modify Group Rights to save the settings.

Additional note, the user will get permissions denied if they are still
the owner of the ticket when they go to move it.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Lander,
Scott
Sent: 07/16/2009 1:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] What permissions?

In RT 3.8.4

I have several queues, and several matching groups (IE, group NOC, queue
NOC). Each (privileged) person in the group can see, create, modify,
etc., tickets in their queue. However, I would like them to be able to
create and move tickets to other queues - but, not to be able to see (as
in see the tickets) in those queues. For instance, the NOC people
should be able to create a ticket in the Operations queue, without being
able to see the tickets in the operations queue.

Is this possible?

Thanks

Scott

This e-mail message is intended only for the personal use of the
recipient(s) named above. If you are not an intended recipient, you may
not review, copy or distribute this message. If you have received this
communication in error, please notify the Hearst Service Center
(cadmin@hearstsc.com) immediately by email and delete the original
message.