[rt-users] Can't remove incorrect "new ticket" queue entry indropdown

Tue Aug 5 17:36:14 EDT 2008

Still stuck on this....  :-(

The affected user(s)(yes, there are more than one) all seem now to have
the ENG Queue in the "New Ticket" dropdown. I have all but removed the
user I was originally debugging this for (the HR Director); pretty much,
she is a privledged user and is a member of the HR Group, but the Group
has no rights and she has no User rights. 

If you have the "Quick Search" set up on the "RT at a Glance" while
logged in as the HR Director user and click on the Edit tab for RTaaG,
you are presented with the choices of queues you'd like to see for QS.
That Queue ("ENG") is *always* available as a choice. I noticed that if
I take away the SeeQueue rights for Privedged Users in that Queue, the
HR Queue disappears from that "RT at a glance" Edit option, but not the
ENG Queue.

So it looks like the ENG queue is somehow embedded somewhere. Is there a
way to fix this short of "shredding" it? This is affecting more than
just this user now, and is becoming a show-stopper. Unfortunately, the
ENG queue is already in production, so it would be extremely difficult
for me to start over or even upgrade to 3.8.

Thanks for *any* suggestions anyone might have!

....k
-=-=-=-  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Kevin Freels
> Sent: Thursday, July 31, 2008 10:00 AM
> To: rt Users
> Subject: Re: [rt-users] Can't remove incorrect "new ticket" 
> queue entry indropdown
> 
> Further info on this:
> 
> I tried creating (modifying) another user to add to the 
> affected queue, but I still get the incorrect default for the 
> dropdown "new ticket" box when logged in as that user..
> 
> This is becoming a show stopper, and if upgrading to 3.8 is 
> the only solution to fix, I need to start thinking about 
> this. However, any suggestions regarding this are greatly appreciated.
> 
> Again, thanks as always.
> 
> ....k
> -=-=-=-  
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Kevin 
> > Freels
> > Sent: Tuesday, July 29, 2008 9:49 AM
> > To: rt Users
> > Subject: [rt-users] Can't remove incorrect "new ticket" queue entry 
> > indropdown
> > 
> > Greetings!
> > 
> > RT 3.6.5 / FC8
> > 
> > I have a queue that only contains a couple people for confidential 
> > reasons (HR). I added the director of HR to be a watcher, and 
> > everything was fine; I had tested it, including logging in as her 
> > user. This was the second "production"
> > queue I added to the system. Since then, I've added three 
> more queues.
> > 
> > However, since this HR queue wasn't very active, the HR 
> director went 
> > to submit a ticket for the first time about a week after I 
> created it, 
> > and suddenly all of the other queues in the instance showed 
> up in the 
> > dropdown next to the "New Ticket" button. This confused the HR 
> > director (and suprised me, since I had tested it before 
> releasing it 
> > as a "production" queue).
> > 
> > I went and tinkered around, changing/removing rights (example: "Show
> > Queue") from this user, the HR group, etc. However, even after 1) 
> > pretty much taking *all* rights away from her , 2)revoking 
> all rights 
> > of the group she's a member of short of removing her as a 
> privledged 
> > user, one queue (ENG) still shows up in the dropdown that's she's 
> > *not* a member of. She is not a member of the ENG group. No matter 
> > what I have tried, I can't remove that ENG queue entry from the 
> > dropdown at all.
> > 
> > It is not the alphabetically first group (we have one named 
> CRM), so I 
> > don't think that is the issue.
> > 
> > This happens in IE and FF. Restarting httpd did not fix 
> this problem.
> > 
> > The other users for that queue are members of other queues 
> that we are 
> > using, so I can't really muck around with their rights, and that 
> > wouldn't really be an adequate test anyways.
> > 
> > Another related issue: If I set "All Unowned Tickets" in 
> her "RT at a 
> > Glance", she sees tickets for queues she is not a member 
> of. Is this 
> > the default behavior? I'd like her to be able to see 
> unowned tickets 
> > in the HR queue, but not *all* unowned tickets as they really don't 
> > concern her.
> > 
> > Suggestions (and, no, upgrading to 3.8 would be a problem at this 
> > point since we're still getting rolling on RT for the first 
> time....)?
> > 
> > Thanks, as always.
> > 
> > ....k
> > -=-=-=-
> > Kevin Freels
> > Director of Information Technology
> > Sendmail, Inc.
> > kfreels at sendmail.com  510/594.5572
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
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> > support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from 
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> > 
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