[rt-users] Separated queues

[asterr]

I looked into a similar issue in Oct.  I have granted CreateTicket to 
privileged users, in order to allow all internal employees to create a ticket
in any queue.  Tickets can be successfully created via the e-mail gateway,
but not from the web interface.  

The problem is that the queues do not appear in the queue list drop down box.
It looks like SeeQueue requirement comes from RT::Queue->Next(), which is
used in the process of populating the drop down box.

Is there another queue iterator that can be used in /Elements/SelectQueue?
Or should an option be added to RT::Queue->Next() to remove the SeeQueue
requirement.

I have attached my e-mail to the list in Oct.

Cheers,
Aaron Sterr

On Thu, 8 Jan 2004, Jesse Vincent wrote:

> 
> 
> 
> On Thu, Jan 08, 2004 at 02:04:36PM -0500, AJ wrote:
> > 
> > Perhaps I am missing something, but shouldn't this show all the Queues that
> > the person has CreateTicket in?  The behavior I am seeing is that it only
> > shows the queues that the person has both SeeQueue and CreateTicket. Is the
> > CreateTicket right dependent on the SeeQueue right?
> 
> No. Think about the case where users submit tickets by email. You may
> not want the user to know that a queue exists but may want to let them
> create tickets there "blind."  If you want the user to know that the
> queue exists, grant them SeeQueue.
> 
> > 
> > Now by changing the line that gets the queue list:
> > FROM:
> > my $q=new RT::Queues($session{'CurrentUser'});
> > 
> > TO:
> > my $q=new RT::Queues($RT::SystemUser);
> > 
> > I then get the behavior I want and the user is presented with a list of
> > queues that they can create tickets in but not necessarily see.
> > 
> > So back to the original question:  I got the result I wanted but what did I
> > do in the process?
> 
> An end-run around the access control system. :/
> 
> > 
> > Thanks in advance
> > A.J.
> > 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Morgan
> > Nilsson
> > Sent: Sunday, January 04, 2004 6:21 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Separated queues
> > 
> > Hi.
> > 
> > I use: RT 3.0.7_01 on fedora with postgresql-7.3.4-11.
> > 
> > I would like to separate queues for different users.
> > I would not even like the users to know about each other
> > or other queues, etc. Has anyone used RT this way?
> > 
> > I did a test setup, but I could not stop users from clicking
> > on Configuration and then list all other users (I read the
> > message about hiding the tab...).
> > 
> > Also when searching for tickets you can choose all other owners
> > in the dropdown. I got "Found 1 ticket", but none was displayed when 
> > searching for another owner than myself.
> > 
> > The idea is to have our support use one system for different customer.
> > This way we can have an overview of all issues.
> > The customers should be able to login and create new tickets and
> > close tickets, etc, in their queue only. But it is not very good
> > if they know about the other tickets, customers, queues or groups.
> > 
> > What else must I consider to have this setup?
> > 
> > /Morgan
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> 
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> 
-------------- next part --------------
From asterr at pobox.com Fri Jan  9 09:49:50 2004
Date: Thu, 30 Oct 2003 11:34:58 +0900 (JST)
From: asterr <asterr at pobox.com>
To: rt-users at lists.fsck.com
Subject: How to assign tickets in any queue, but not see in home page

Is there any way to allow users to create/assign tickets to any queue,
but to avoid seeing all of the queues in the QuickSearch on the home page?

It looks like both CreateTickets and SeeQueue are required in order for
/Elements/SelectQueue to include a queue in the drop down box.  

The SeeQueue requirement seems to come from RT::Queue->Next(). 

Since /Elements/QuickSearch also uses RT::Queue->Next() to iterate through
the queues, it only needs SeeQueue rights.



The way I have configured permisssions, any privileged user has the global
CreateTickets right.  However, only users that should be working in a queue
have SeeQueue rights for that queue.  This reduces clutter on the home page.

Creation via e-mail works correctly.  But now, users are unable to pass tickets
to another queue.  

Thank you as always,
Aaron Sterr