[rt-users] rights for create ticket in queue drop down

[Kenneth Crocker]

Roy,


	To answer your first question; I do NOT give them the "ShowTicket" 
right. Without that right, they will not see any ticket in a queue. The 
second question; "ModifyTicket" as a right INCLUDES the right to comment 
on a ticket. This allows you to grant users the right to comment on a 
ticket but not change anything else on the ticket. We do not let 
users/customer modify tickets. User's/customers make the request, reply 
on E_mail, make comments, but all other work and status changes, etc. is 
done by the support staff, who, as a group, are allowed to own tickets. 
We do not grant ANY of these privileges on a global basis, but on a 
Queue by Queue basis as some Quyeue may not want their customers to even 
see or make comments. Hope this helps.


Kenn
LBNL

Roy El-Hames wrote:
> Kenn;
> Thanks for this , a couple of questions:
> If you have granted your users the SeeQueue right how are you stopping 
> them from seeing the ticket listings within a queue???
> Its interesting your point about CommentOnTicket right , are you saying 
> if someone have ModifyTicket  they can Comment on a ticket .. I think 
> this is broken, because I am sure you want some users (like customers) 
> to modify a ticket (change status etc ) but not add / see comments?
> 
> Roy
> 
> Kenneth Crocker wrote:
>> Roy,
>>
>>
>>     We are getting ready to move to RT 3.6.4 and are testing just 
>> about everything (we believe in heavy regression testing as well as 
>> for the new stuff) and have learned a few new things about privileges. 
>> the "SeeQueue" right basically lets a person create a ticket in that 
>> Queue (via drop-down if they also have the "CreateTicket" right for 
>> that Queue). The "ShowTicket" rights seems to be related to a user 
>> finding tickets via Search/Query. For us, we allow some users to 
>> "SeeQueue" and "CreateTicket" so they can create tickets but they 
>> cannot find the tickets individually when in the web. Together, they 
>> allow a person to create and look at the tickets. We give those rights 
>> at the Role "Requestor" level per Queue (different Queue's want 
>> different levels of visibility for their users). "ShowComments", 
>> "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for 
>> our support groups along with "ModifyTickets", etc. (BTW, the 
>> "CommentOnTicket" is superfluous if the "ModifyTicket" is granted). 
>> Hope this helps.
>>
>>
>> Kenn
>> LBNL
>>
>> Roy El-Hames wrote:
>>> Hi there;
>>>
>>> What rights should be granted to users on queues so these queues are 
>>> visible from the New Ticket in Drop down ..
>>> and also from the Queue drop down in the Basics section ..
>>> What I want is for some users to be able to create tickets and move 
>>> tickets to a particular queue, however they should n't see the ticket 
>>> listing or search in any of these queues (ie the SeeQueue right shows 
>>> more that I would like) ..
>>> Any pointers will be appreciated ..
>>>
>>> Roy
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>