[rt-users] Managers and tickets belonging to their staff

[Colmer, Philip]

> On Tue, Aug 19, 2003 at 10:51:31AM +0100, Colmer, Philip wrote:
> > I've been asked to give a manager permission to see tickets submitted by
> > staff that report to him.
> >
> > Can anyone advise me as to the easiest way to implement this? I don't
> want
> > to add him as a watcher to the queue because he'd see everything then.
> > However, the only other way I can see of doing it would be to add him as
> a
> > watcher to each ticket, which seems like a very manual process.
> >
> > Thanks in anticipation.
> >
> > --Philip
> >
> > --
> > Philip Colmer, MBCS CEng CCSE		Tel: 01223 271223
> > I.T. Manager				Fax: 01223 215513
> > ProQuest Information & Learning
> > The Quorum, Barnwell Road, Cambridge, CB5 8SW
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> You could give him a bookmark based on queue, owner = <staffmembers one
> or more>, stauts = <whatever status you want>. It would give him access to
> see his
> staff members tickets.
> 
> It would be simple and quick.

Unfortunately that doesn't work.

By default, everyone other than the IT Department is unprivileged, and the
bookmark doesn't work at all. If I create a privileged user (with no special
privileges granted), the bookmark still doesn't work, presumably because the
user has no right to see any tickets other than their own.

Also, the drawback to having granted them privileged status is that they are
now in normal RT mode, which means they can create their own searches, which
opens up the potential for them seeing any tickets they like - something I'd
like to avoid if possible.

--Philip