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<div class="moz-cite-prefix">On 4-9-2016 1:34, Alex Hall wrote:<br>
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<div>Hello list,<br>
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I'm in the process of setting up RT for testing in the company
I work for. I get groups and users now, and I know what queues
are for. What I can't find is how to add users to queues.
Memberships for a user only includes groups.<br>
<br>
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As I understand it, a queue is a logical grouping of tickets by
topic. We might have an IT queue, a customer service queue, a
graphics design queue, and so on. That way, users can open
tickets for a given queue, and those in that queue would be
notified and could act on the ticket. That's where I'm stuck,
though: how do I get users to be part of queues, so they get
ticket notifications and access? Or, like making users admins,
am I thinking about this the wrong way round? Thanks!<br>
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You can add groups on a queue level of global. On a queue level you
can only add a subset of rights of that of a global group but the
way you add groups is the same.<br>
Goto Admin/Queues and select a queue, goto the group rights tab and
when the page with rights appear you can ADD GROUP on the bottom
left. Start typing a new name to add a ne group and assign right to
that group from the 3 tabs on the left. Put some users into that
group and they should only be able to do what has been assign to
that queue.<br>
Watch out for rights you add globally to predefined groups. If you
add SuperUser to Everyone you can't revoke that right on a lower
level!.<br>
The way I test is either by using the extension BecomeUser or to
have two browsers open, one with the admin interface and one with a
user in the groups I'm doing admin on. Refreshing the page in the
latter is enough to see the effect of rights added or removed in the
admin one.<br>
<br>
You can use the groups to make them watchers on a queue and then
they will receive email. What probably will work is to have two sets
of groups, one for notifications and one for access, like
IT_Admin_Access vs IT_Admin_Notif. I have gone for the single group
variant. <br>
I have partitioned access/notification mostly into 3 parts, _Admin,
_User, _Extern, so for a queue of IT I have 3 groups:<br>
<ul>
<li>IT_Admin contains the people who can do almost anything in
this queue, add/remove people, rights, except system rights etc</li>
<li>IT_User contains the people doing the actual work on tickets,
so they can change their on dashboards/searches/profile etc</li>
<li>IT_Extern contains the few people outside of our org that need
access to the tickets their org has made and where SelfService
isn't enough, they see for example no comments, no tickets in
other queues, can't change much</li>
</ul>
<br>
You can add rights to these 3 groups on 3 different levels: Global,
Queue and Group level then add then to the queue under Group Rights
and under Watchers where I add the _Admin and _User as AdminCC's and
the _Extern as CC roles so that the external orgs don't see our
internal (Comment) communication.<br>
<br>
Hope this clears things up, a little. If not let us know and we'll
try to help.<br>
<br>
Joop<br>
<br>
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