[rt-users] Question about Query Builder

[Jeremy Stinson]

Roy: Thanks for your help so far.

I might have screwed up my description, if so i'm sorry.

Users are assigned to groups, groups are assigned to queues, rights are 
given to groups on queues. Only the Admin group is given global rights. 
Nobody else has been given any global rights.

I have screwed around with the global rights for all users but it is not 
helping out...

Any other ideas???

----- 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 11:22 AM
Subject: Re: [rt-users] Question about Query Builder


>I just re-read your original post .. it sounds to me you'll need to undo 
>all your global rights and apply right to your users on a queue per queue 
>basis ..but this will also lead you to complications ..
> I am not in favour --personal opinion-- on grouping customers on a queue 
> per queue basis , its better to use groups
>
> Roy
>
> Jeremy Stinson wrote:
>
>> Roy,
>>
>> 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.
>>
>> Jeremy
>>
>> ----- 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 Queues.
>>>> 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
>>>
>>
>>
>
>