[rt-users] priviledge user : one query

[Schultz, Eric]

Unless you grant Everyone or Privileged the right "ShowTicket", the
queue should not show up in the "Quick Search" for that user.  So make
sure only Requestor has ShowTicket, and that the other two groups do
not.

Eric Schultz
United Online

> -----Original Message-----
> From: Prasad Deshpande [mailto:prasaddeshpande at bajajfinance.in] 
> Sent: Wednesday, July 26, 2006 10:11 PM
> To: Schultz, Eric; Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] priviledge user : one query
> 
> Hi,
> 
> 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
> > LBNL
> > 
> > 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
> setup.
> 
> Eric Schultz
> United Online
> 
> 
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