[rt-users] How unprivileged users could see all tickets in their queue?

Alex Hall ahall at autodist.com
Wed Jan 4 08:02:10 EST 2017

Can you describe your setup more? I'm not sure why unprivileged users would
need access to all queue tickets, or why each user would have their own
queue? As I understand it, unprivileged users are end users (i.e.
customers, those who don't work for your organization). Thus, they
shouldn't be able to access an entire queue, only tickets they open. Make
them privileged, and restrict their rights by adding them to a certain
group, and your life may be a lot easier.

For example, you might have a group called "basic users" to which you'd add
the users you currently consider unprivileged. That group would have only a
few rights, but since its members would be privileged, you wouldn't run
into RT's built-in restrictions.

As to one queue per user, that would quickly get hard to manage. Queues are
for organizing tickets and users. Sure, a queue may have just one user, but
each user shouldn't have their own queue. Trying to keep track of the
rights of such a setup would be a nightmare, assuming you have a good
amount of users. As an example, we have queues for technology, warehouse,
customer service, and other divisions within the company. Some queues have
a lot of people, some have a few, butthey are all logical groupings of
tasks. If I made a new queue for every user, I'd have dozens of them, and
tickets would be all over the place! Plus, there's email to consider; if
you want to accept incoming emails for ticket replies, you have to make a
new Fetchmail or Postfix entry for every single user/queue you have.

I hope this makes some sense. As I said, a lot of this depends on your
usage pattern and setup concept. If you can explain that to us more, we
might be able to help better.

On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance <felix at d2france.fr> wrote:

> Hello,
> You right, this rights isn't checked.
> But I can't view all tickets in selfservice anymore.
> I verify the same rights in :
>  Admin > Queue, "select the queue name" and  Group Rights, select and
> grant "unprivileged users" to Seequeue & Showtickets
> In the same section:
>  grant group "compagny name" to Seequeue & Showtickets
> But no effect.
> I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue
> & Showtickets but no effect too :(
> Another ideas ?
> Thanks,
> Félix.
> Le 03/01/2017 à 18:39, Alex Hall a écrit :
> Have you granted the rights? In Admin > Global > Group Rights, select the
> "unprivileged users" tab, then grant "view queue". That should help, though
> our setup is quite different so I can't verify it.
> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance <felix at d2france.fr> wrote:
>> Hi all,
>> I don't find how I could add ShowTickets or QueueList in SelfService.
>> I want to allow my unprivileged users, grouped by company name, to see
>> all tickets in their queue.
>> The group rights on the queue is correctly defined and users could access
>> to the tickets by entring the ticket number in the "goto Ticket" field (top
>> right in SelfService).
>> I have tried to play with CustomRole but it's not working for me. So
>> anybody known how I can do it?
>> Thank you,
>> --
>> Félix Defrance
>> PGP: 0x0F04DC57
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
> --
> Félix Defrance
> PGP: 0x0F04DC57

Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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