[rt-users] Hiding ticket metadata for certain groups

Kevin Falcone falcone at bestpractical.com
Thu Aug 19 10:35:05 EDT 2010

On Thu, Aug 19, 2010 at 09:11:57AM +0200, Miha Valencic wrote:
>    Hi!
>    I'm fairly new to RT administration, although I've been using it in the past a lot. We're
>    setting up a new version (3.8.8) and are wondering if there is way to hide some of the ticket
>    metadata for certain users (basically privileged users without group membership).

It sounds a lot like you actually want those users to be Unprivileged
and use the SelfService interface

>    The reason is that we've integrated it with Zimbra LDAP server and we wan't to offer RT as a
>    support channel for our Zimbra users, but we don't want to 'clutter' their ticket display with
>    full ticket metadata. Instead, we'd like to just show ticket status, ticket owner and replies.
>    On a related note, is there a way to set default "RT at a glance" contents for different
>    groups? I know I can change the default one and each user can change his/her own - what we'd
>    like to achieve though, is that for certain users (in a group) we'd like to setup a default
>    RT-at-a-glance view with predefined saved searches (like my-requested-tickets). What we've
>    done so far is that we've created a dashboard with those queries and this is the only
>    dashboard available to those groups. And we've added the "Dashboards" portlet to
>    RT-at-a-glance default layout -- but this means that the users have to click on the dashboard
>    to get to those saved searches.
>    Thanks,
>    Â Miha.

> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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