[rt-users] SeeQueue and SelfService interface to create tickets

[Kenneth Crocker]

Rainer,


	Yes, there are a couple different ways. One is to create a user group 
for each queue (named appropriately) followed by granting the "SeeQueue" 
right to each individual queue for it's corresponding user group. In 
essence, just what you did for that one queue/group, do for the others 
only you can give the right to "Everybody" in the other queues. That's 
one way. You can also grant the "ShowTicket" and "ReplyToEmail" 
privileges as well to these groups. This will allow them to actually 
"SEE" the info in their tickets in the queue, not just create them, and 
to "Reply" as well in case there is some correspondence. This will keep 
other users from other queues/groups from creating/seeing/replying to 
tickets in a queue they are not associated with. We have over 50 support 
queues and VERY FEW Global rights granted.
	You can also be even more restrictive by using the role "Requestor" for 
some of these rights to keep users in a common group form getting 
involved in tickets they didn't create.
	Hope this helps.


Kenn
LBNL

On 9/26/2007 2:31 AM, Rainer Duffner wrote:
> Hi,
> 
> I've got a question regarding RT-rights.
> RT (3.6.4) has been working fine, I've setup various queues and the
> SelfService Interface worked.
> Recently, we had to have a customer with the right to see all the
> tickets in "his" queue (and only see his queue).
> I did this by removing the "SeeQueue" right from "Everybody" and
> creating a group for this one privileged user of the customer, who can
> see only this queue.
> But as a result (of revoking the "SeeQueue"-right from "Everybody", the
> users of the SelfService interface can no longer open tickets in the
> interface, because they can't see (and set) the queue.
> 
> Has anybody got an idea how to solve this problem?
> 
> On a related note, the SelfService Interface doesn't show any option to
> sort/search the tickets.
> I've just got open tickets / closed tickets.
> Is there a way to show a better interface that allows SelfService users
> to better sort their tickets?
> 
> 
> 
> cheers,
> Rainer
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