[rt-users] priviledge user : one query

Prasad Deshpande prasaddeshpande at bajajfinance.in
Thu Jul 27 01:11:25 EDT 2006


Thanks Eric, Kenneth for your valuable inputs. I have configured the
same and it is working fine.  With this requesters are able to see the
tickets which they have created. 

But I have one more query; I do not want requestor to know the status of
open and new tickets in a queue. Current they can see this from 'Quick
Search'. Is there any way to restrict this? I want owners to see the
queue status but not the requestor.

Thanks again for your help.

Prasad Deshpande
Bajaj Finance

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Tuesday, 25 July, 2006 11:07 PM
To: Kenneth Crocker; Prasad Deshpande
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] priviledge user : one query

> Prasad,
> 	I may be wrong (and that is OK with me) but I do not 
> believe you can 
> give someone the ability to just see just a single ticket in 
> a Queue. I 
> believe it is "all or nothing at all". The privilege should be titled 
> "ShowTickets" instead of "ShowTicket".
> Kenn
> Prasad Deshpande wrote:
> > Hi
> > 
> >  
> > 
> > I have created a privilege user in RT (Ver 3.2.3) so that users can 
> > create the ticket through web interface. But my problem is 
> they are able 
> > to see other tickets in the same queue as well.  I want 
> user to see only 
> > the tickets which they have created and should able to create the 
> > tickets in a queue with access to select the custom fields.
> > 
> >  
> > 
> > I have tried by deselecting "Let this user be granted 
> rights" option, 
> > but with this custom fields are not available to the users while 
> > creating the tickets.

Actually, this is possible.  For the interested queue, go to the Group
Rights configuration.  From there, give Everyone the right to
ReplyToTicket and CreateTicket.  Then, for the Requestor group, give
them ModifyTicket and ShowTicket.  This way, requestors can only see
what they have requested, and nothing else.  But anyone can create or
reply to tickets via email.  We have this configuration working
correctly.  Also, if you want to allow Everyone to see the queue in the
"New ticket in" drop-down, grant SeeQueue.  This is all on a 3.4.x

Eric Schultz
United Online

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