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<P><BR /><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>I think it sounds as though there are other rights set up beside this one, possibly globally configured ones. I can't say for sure without seeing your setup, but here's the cases I can think of that would cause this rights scenario:<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Global>User Rights : MMTECH has been assigned the SeeQueue (View Queue) right.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Global>Group Rights : MMTECH has been assigned the SeeQueue (View Queue) right.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Global>Group Rights : MMTECH has been assigned the SeeQueue (View Queue) right.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Global>Group Rights : Everyone has been assigned the SeeQueue (View Queue) right.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Global>Group Rights : Privileged has been assigned the SeeQueue (View Queue) right.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Global>Group Rights : AdminCC has been assigned the SeeQueue (View Queue) right, and the MMTECH user is set up as AdminCC on the other queues (unlikely?).<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>-In Tools>Configuration>Queues>[The other queues]>[User|Group] Rights : MMTECH (user or group) has been assigned the SeeQueue (View Queue) right (unlikely?).<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>Essentially, for a given queue, one can see it given that :<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>User is Privileged, and [<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>User has SeeQueue right in that queue's User Rights section or<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>User is in a group/role that has been assigned the SeeQueue right in that queue's Group Rights or<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>User has SeeQueue right in global configuration User Rights or<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>User is in a group/role that has been assigned the SeeQueue right in global configuration or<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>User (Or a group they are in) has been assigned the SuperUser right in global configuration<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>]<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'>I think it's most likely you've made the same mistake I did starting out with RT rights - I thought a user first needed the global SeeQueue right for the queue-specific SeeQueue rights to take effect, so I gave Everyone SeeQueue globally then planned to also give it in specific queues for particular groups. Really though a user just needs the right anywhere up the line from their current context.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:black'>Regards<o:p></o:p></span></b></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p></div>
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<TD style="HEIGHT: 50px" colSpan=3><SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Arial, Helvetica, sans-serif; FONT-SIZE: 12px"><span style='font-family:Arial; font-size:11pt; font-weight: bold; '>Chris</span> <span style='font-family:Arial; font-size:11pt; font-weight: bold; '>O'Kelly</span><BR /><SPAN style="FONT-SIZE: 14px"><B><span style='font-family:Arial; font-size:9pt; font-weight: normal; '>Web Administrator</span></B></SPAN><BR /></SPAN></TD></TR>
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<TD style="WIDTH: 178px" height=112 vAlign=top width=199 align=left><SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Arial, Helvetica, sans-serif; FONT-SIZE: 12px"><table class=127d2d57-1a33-46ce-a6c8-5845df0c88c3Table><tr><td><span style='font-family:Arial; font-size:x-small; color: #000000; font-weight: bold; '>Minecorp Australia</span></td></tr><tr><td><span style='font-family:arial; font-size:9pt; '>37 Murdoch Circuit</span></td></tr><tr><td><span style='font-family:arial; font-size:9pt; '>Acacia Ridge QLD 4110</span></td></tr><tr><td><span style='font-family:Arial; font-size:9pt; color: #0070C0; '><span style='font-family:arial; font-size:9pt; color: #0070C0; font-weight: bold; '><span style='font-family:arial; font-size:9pt; color: #0070C0; font-weight: bold; '><a href='http://www.minecorp.com.au' title='Minecorp Vehicle Solutions' target=''><span style='font-family:arial; font-size:9pt; color: #0070C0; font-weight: bold; '>minecorp.com.au</span></a></span></span></span></td></tr></table><BR /></SPAN></TD>
<TD style="WIDTH: 290px" height=112 vAlign=top width=250 align=left><SPAN style="LINE-HEIGHT: 16px; FONT-FAMILY: Arial, Helvetica, sans-serif; FONT-SIZE: 12px"><B><table class=127d2d57-1a33-46ce-a6c8-5845df0c88c3Table><tr><td width=600px><span style='font-family:Arial; font-size:9pt; font-weight: bold; '>P: 07 3723 1000</span></td></tr><tr><td width=600px><span style='font-family:Arial; font-size:9pt; font-weight: bold; '>M: 0450 586 190</span></td></tr><tr><td width=600px><span style='font-family:arial; font-size:9pt; font-weight: bold; '>E: <a href='mailto:Chris.okelly@minecorp.com.au' title='Click to send email to Chris O'Kelly' target=''>Chris.okelly@minecorp.com.au</a></span></td></tr><tr><td width=600px><span style='font-family:Arial; font-size:9pt; color: #4F81BD; font-weight: bold; '>S: <a href='http://skype.com' title='' target=''>chris.okelly.mvs</a></span></td></tr></table><BR /></B></SPAN></TD></TR></TBODY></TABLE> <IMG id=IMG1 border=0 src="http://i50.tinypic.com/53qp8j.gif" width=430 height=132 /><BR /><BR /><div class=WordSection1><div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm"><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Tim Dunphy<br /><b>Sent:</b> Friday, 28 September 2012 2:33 AM<br /><b>To:</b> rt-users@lists.bestpractical.com<br /><b>Subject:</b> Re: [rt-users] group rights do not work<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>>You've misunderstood Privileged vs Unprivileged.<br />>Privileged users have access to the full RT UI, Unprivileged users<br />>will always be redirected to the SelfService UI.<br /><br />>Privileged users do not "see everything" in RT. They see only what<br />>they are assigned rights for (otherwise how could you limit Privileged<br />>staff users to only working in a single Queue).<br /><br />>If you want a user to see RT At a Glance, they must be Privileged.<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Great! Thanks for the clarification. Really the only issue I want to address is that when the mmtest user sees the full UI the '10 newest unowned tickets' displays tickets from all queues. That's why I thought that the user being privileged gave a user access to 'everything'. <o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><img id="_x0000_i1025" src='cid:image001.png@01CD9D52.399A1210' alt="Inline image 1" /><o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Sorry if this is a rather basic question, but how would I get the 'mmtest' user (who is now privileged) to see only tickets from the MMTECH queue and not see any tickets at all from the Ops queue in their '10 Newest Unowned Tickets'?<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Lastly in 'Queues I administer' how can I limit the members of the mmtech group to only administer that queue?<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><img id="_x0000_i1026" src='cid:image002.png@01CD9D52.399A1210' alt="Inline image 2" /><o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>thanks<o:p></o:p></p></div><div><p class=MsoNormal style=margin-bottom:12.0pt>Tim<o:p></o:p></p><div><p class=MsoNormal>On Thu, Sep 27, 2012 at 12:14 PM, Kevin Falcone <<a href="mailto:falcone@bestpractical.com" target="_blank">falcone@bestpractical.com</a>> wrote:<o:p></o:p></p><div><p class=MsoNormal style=margin-bottom:12.0pt>On Thu, Sep 27, 2012 at 11:57:55AM -0400, Tim Dunphy wrote:<br />> No the mmtest user is not setup as privileged. This is is intentional. Because unless I'm<br />> mistaken (and I'll be the first one to admit I might be) a privileged user will see all queues<br />> in addition to their own.<o:p></o:p></p></div><p class=MsoNormal>You've misunderstood Privileged vs Unprivileged.<br />Privileged users have access to the full RT UI, Unprivileged users<br />will always be redirected to the SelfService UI.<br /><br />Privileged users do not "see everything" in RT. They see only what<br />they are assigned rights for (otherwise how could you limit Privileged<br />staff users to only working in a single Queue).<br /><br />If you want a user to see RT At a Glance, they must be Privileged.<br /><span style=color:#888888><br /><span class=hoenzb>-kevin</span></span><o:p></o:p></p><div><div><p class=MsoNormal><br />> The goal here is to get a non privileged user to see only their<br />> queue and also I'd like it if they could see their dashboard as well. But let me ask a stupid<br />> question if I may. Is this all that an unprivileged user is supposed to see? I thought even an<br />> unprivileged user given the appropriate rights should be able to see elements like '10 newest<br />> tickets I own', 'My reminders' , 'quick ticket creation' and etc. But instead this is all the<br />> mmtest user can see:<br />><o:p></o:p></p></div></div><p class=MsoNormal style=margin-bottom:12.0pt><br /><br />--------<br />Final RT training for 2012 in Atlanta, GA - October 23 & 24<br /> <a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br /><br />We're hiring! <a href="http://bestpractical.com/jobs" target="_blank">http://bestpractical.com/jobs</a><o:p></o:p></p></div><p class=MsoNormal><br /><br clear=all /><o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><p class=MsoNormal style=margin-bottom:12.0pt>-- <br />GPG me!!<br /><br />gpg --keyserver <a href="http://pool.sks-keyservers.net" target="_blank">pool.sks-keyservers.net</a> --recv-keys F186197B<br /><br /><o:p></o:p></p></div></div></div>
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