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</o:shapelayout></xml><![endif]--></head><body lang=DE link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>Hey Stephen,<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span lang=EN-US style='font-family:Wingdings'><span style='mso-list:Ignore'>Ø<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US>We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the “display” problem is to rewrite some of the widgets to only include the desired<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span lang=EN-US style='font-family:Wingdings'><span style='mso-list:Ignore'>Ø<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US> queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users “RT At A Glance” with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span lang=EN-US style='font-family:Wingdings'><span style='mso-list:Ignore'>Ø<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span lang=EN-US> somehow instruct RT to use them as the “home screen”?<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>If all your users are seeing all of your queues “you’re doing it wrong” ;-)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>It’s been a while since I set this up for our site, but assuming that you have your users properly assigned to departmental groups, you can give the “view queue” privilege per queue to whichever group needs to see that queue in “admin queue” => “group rights”. Then make sure that the system groups/roles don’t have that privilege. Be prepared to logout/login frequently while you figure this out ;-)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>A basic setup might look something like this:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>System rights:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'> Everyone: comment, create, reply to tickets (nothing else). This is needed so that Fred Customer can create a ticket via email without being set up in RT.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'> Privileged/Unprivileged: nothing – it’s already covered by “everyone”.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>Roles:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'> Nothing allowed per Role – we do this via user groups<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>User Groups:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'> dept/customer: View Queue, Summaries<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'> admins: View Queue, lots of privileges<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'>… but it really depends on what you’re trying to do. We’re an IT shop so we have at least one queue per customer, and the guys who work with me have the rights (if not the inclination ;-)) to do most anything. When you share RT across multiple departments your requirements might force you to be a bit more restrictive when giving out privileges. Just remember that RT might cache permissions for the duration of a session.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal><span style='color:#1F497D'>MfG,<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Thomas Bätzler<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>-- <o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>BRINGE Informationstechnik GmbH<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Zur Seeplatte 12<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>D-76228 Karlsruhe<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Germany<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Fon: +49 721 94246-0<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Fon: +49 171 5438457<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Fax: +49 721 94246-66<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Web: http://www.bringe.de/<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Ust.Id: DE812936645, HRB 108943 Mannheim<o:p></o:p></span></p></div></div></body></html>