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<DIV><FONT face=Arial size=2>I do apologize. There are three questions in this
mess...</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>1) We are creating separate queues for each of our
customers and allowing them to log into RT to look at open tickets and create
tickets on their own. When that user clicks on the "Ticket" link on the left and
brings up the Query Builder, the user has the ability to see all the users on
the system in the Owners drop-down. This user doesn't have rights to see other
queues and in the Query Builder doesn't have the ability to choose other Queues.
</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>My questions is: Is this normal behavior for the
tool to allow you to choose other owners even though they don't belong to the
same queue? And then that answer brings up a couple more like: Do you have the
ability to lock down that user to only see other users who have permission to
the same queues as they do? Or, can you remove the "Tickets" link from the left
side of the page when a user doesn't have a certain rights (kind of like
configuration only showing up when the user has certain rights).</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>2) I think that all my problems would be solved by
using unprivileged users but I have not been able to find the correct rights so
that they can see all tickets created by all users for the queues that they have
permissions to look at, only tickets for which they are the owner.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Thanks in advance for any insight that you might
provide.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>PS I just ordered the book in case I'm missing
something simple :)</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Jeremy</FONT></DIV>
<BLOCKQUOTE dir=ltr
style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px">
<DIV style="FONT: 10pt arial">----- Original Message ----- </DIV>
<DIV
style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B>
<A title=phil.labonte@transcore.com
href="mailto:phil.labonte@transcore.com">Phil Labonte</A> </DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A title=laxplayer@earthlink.net
href="mailto:laxplayer@earthlink.net">Jeremy Stinson</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Cc:</B> <A
title=rt-users@lists.bestpractical.com
href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</A>
</DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Friday, October 07, 2005 9:38
AM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Re: [rt-users] Question about
Query Builder</DIV>
<DIV><BR></DIV><FONT size=-1><FONT face="Helvetica, Arial, sans-serif">The is
an confusing explanation of what you are trying to do...<BR><BR>So are you
saying you want a user without privileges to be able to query in
RT?<BR><BR>You can grant permissions for a user to see all the tickets in a
queue. But you also have to grant them user rights as well...<BR><BR>Is that
what you are asking?<BR></FONT></FONT><BR>Jeremy Stinson wrote:
<BLOCKQUOTE cite=mid031901c5cab2$7aa4fe70$7bc81fac@readytechs.com
type="cite">All, <BR><BR>Sorry if this has been answered before but I am
rather new to RT (good product though). I have created a couple of queues
for some customers and assigned a group restricted permissions to these
queues. When a "rights restricted" user goes into query builder they
will only see the Queues that they are part of. But, they have the ability
to see all Owners, especially those who do not have rights to the queue.
<BR><BR>My guess is that this is because the tool wasn't designed to allow
"customers" to access their queues as an unrestricted user. If this is the
case, then it is fine, I might just have to hack at the perl. <BR><BR>If
"customers" are supposed to be restricted users, then is there a way to have
them be able to see ALL of the tickets that are part of their queue and not
just the ones that are owned by them??? <BR><BR>Thanks in advance for your
help and sorry for my ignorance. <BR><BR>PS I did do some looking around to
find these answers, I just was not able to find them in the WIKIs or the
archives. <BR><BR>Thanks, <BR><BR>Jeremy
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