[rt-users] Question about Query Builder

Jeremy Stinson laxplayer at earthlink.net
Fri Oct 7 11:12:42 EDT 2005


Thanks for the suggestion but it did not work for me. I actually assigned 
all rights to both the user group and the upriviliged group and neither 
helped when the user was unpriviliged.

Thanks for the suggestion.


----- Original Message ----- 
From: "Roy El-Hames" <rfh at pipex.net>
To: "Jeremy Stinson" <laxplayer at earthlink.net>
Cc: "Phil Labonte" <phil.labonte at transcore.com>; 
<rt-users at lists.bestpractical.com>
Sent: Friday, October 07, 2005 11:01 AM
Subject: Re: [rt-users] Question about Query Builder

> Jeremy Stinson wrote:
>>I do apologize. There are three questions in this mess...
>>1) We are creating separate queues for each of our customers and allowing 
>>them to log into RT to look at open tickets and create tickets on their 
>>own. When that user clicks on the "Ticket" link on the left and brings up 
>>the Query Builder, the user has the ability to see all the users on the 
>>system in the Owners drop-down. This user doesn't have rights to see other 
>>queues and in the Query Builder doesn't have the ability to choose other 
>>My questions is: Is this normal behavior for the tool to allow you to 
>>choose other owners even though they don't belong to the same queue? And 
>>then that answer brings up a couple more like: Do you have the ability to 
>>lock down that user to only see other users who have permission to the 
>>same queues as they do? Or, can you remove the "Tickets" link from the 
>>left side of the page when a user doesn't have a certain rights (kind of 
>>like configuration only showing up when the user has certain rights).
>>2) I think that all my problems would be solved by using unprivileged 
>>users but I have not been able to find the correct rights so that they can 
>>see all tickets created by all users for the queues that they have 
>>permissions to look at, only tickets for which they are the owner.
> Have you tried to give *Show Ticket* and *See Queue* permissions to the 
> Unprivileged group on each of the queues you want them to see ??
> ie Configuration/Queues/<Select queue you want>/ from Sub menu group 
> rights
> Roy

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