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<p><font face="Bitstream Vera Sans">Hi,</font></p>
<p><font face="Bitstream Vera Sans">In your example you said : </font><br>
"I've got 2 unprivileged users with a single queue, each being the
owner of multiple tickets in that queue."</p>
<p>But in my case, the users is a customer, and they never owner of
the tickets.</p>
<p><font face="Bitstream Vera Sans">So, the users see only the
tickets they are requestor.<br>
</font></p>
<p><font face="Bitstream Vera Sans">I would like to provide to a set
of user, the ablillity to see all ticket requestor in the queue..<br>
</font></p>
<p><font face="Bitstream Vera Sans">Felix.<br>
</font></p>
<div class="moz-cite-prefix">Le 05/01/2017 à 16:00, Martin Wheldon a
écrit :<br>
</div>
<blockquote
cite="mid:779c49c6824a7d12c4f6a62f3fadeb23@mail.greenhills-it.co.uk"
type="cite">Hi,
<br>
<br>
No need to add the custom role to the tickets, just to the queue.
<br>
<br>
Best Regards
<br>
<br>
Martin
<br>
<br>
On 2017-01-05 14:26, Felix Defrance wrote:
<br>
<blockquote type="cite">Le 05/01/2017 à 12:22, Alex Hall a écrit :
<br>
<blockquote type="cite">Martin's suggestion makes sense, but I
thought Felix was trying to restrict user search, not ticket
search? That is, he doesn't want users to be able to search
(and thus view the names of) all users? It's quite early here,
so my brain may still be muttled and I could be wrong.
<br>
</blockquote>
Alex, after I see it was possible to display any tickets via the
search
<br>
module, I want to restrict this too.
<br>
<br>
<blockquote type="cite">
<br>
Sent from my iPhone
<br>
<br>
<blockquote type="cite">On Jan 5, 2017, at 06:08, Martin
Wheldon <a class="moz-txt-link-rfc2396E" href="mailto:martin.wheldon@greenhills-it.co.uk"><martin.wheldon@greenhills-it.co.uk></a> wrote:
<br>
<br>
Hi Félix,
<br>
<br>
I've just tried to configure this on a RT 4.4.1 install
using a custom role and it seems to work fine.
<br>
Here is the process I carried out.
<br>
<br>
I've got 2 unprivileged users with a single queue, each
being the owner of multiple tickets in that queue.
<br>
I created a new custom role, then assigned it to the queue.
Next I added the users to the custom role. (Done on the
queue, watchers tab)
<br>
The I added the SeeQueue and ShowTickets permissions to the
custom role on the queue.
<br>
<br>
Now when I login as either of the users I see all the
tickets in that queue owner by those users.
<br>
</blockquote>
</blockquote>
In this case, unprivileged users via (SelfService of course),
just see
<br>
their own tickets. For me, I have just 2 menus: "Tickets" and
"Logged in
<br>
foobar".
<br>
<br>
In Tickets, I just see "Open tickets" and "Closed Tickets". In
both
<br>
pages, I just see tickets that users declarated as requestor.
<br>
<br>
The custom role not provide an access to see all ticket in the
queue (as
<br>
elacour told to us).
<br>
<br>
Now I understand the goal of the roles, maybe it's possible to
<br>
automaticaly add custom role as a watcher to the right queue on
all
<br>
existing tickets and the futur new ticket.
<br>
<br>
Do you think it's possible ?
<br>
<br>
Thx
<br>
<br>
<blockquote type="cite">
<blockquote type="cite">
<br>
Hope that helps
<br>
<br>
Best Regards
<br>
<br>
Martin
<br>
<br>
<blockquote type="cite">On 2017-01-04 08:45, Emmanuel Lacour
wrote:
<br>
<blockquote type="cite">Le 03/01/2017 à 18:27, Felix
Defrance a écrit :
<br>
Hi all,
<br>
I don't find how I could add ShowTickets or QueueList in
<br>
SelfService.
<br>
I want to allow my unprivileged users, grouped by
company name, to
<br>
see all tickets in their queue.
<br>
The group rights on the queue is correctly defined and
users could
<br>
access to the tickets by entring the ticket number in
the "goto
<br>
Ticket" field (top right in SelfService).
<br>
I have tried to play with CustomRole but it's not
working for me. So
<br>
anybody known how I can do it?
<br>
</blockquote>
SelfService filters ticket list to tickets the user is
watcher on
<br>
(requestor or Cc). This is hard coded in
<br>
share/html/SelfService/Elements/MyRequests:
<br>
my $id = $session{'CurrentUser'}->id;
<br>
my $Query = "( Watcher.id = $id )";
<br>
if ($status) {
<br>
$status =~ s/(['\\])/\\$1/g;
<br>
$Query .= " AND Status = '$status'";
<br>
}
<br>
so if you wan't to relax this to all tickets users have
ShowTicket
<br>
rights, you have to modify this query ;)
<br>
But I strongly discourage (unless really needed) to setup
an RT
<br>
instance with one queue per customer, best to think queues
per
<br>
internal support team and play with customroles/groups or
customfields
<br>
to set the customer.
<br>
</blockquote>
</blockquote>
</blockquote>
</blockquote>
</blockquote>
<br>
<pre class="moz-signature" cols="72">--
Félix Defrance
PGP: 0x0F04DC57</pre>
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