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

Alex Hall ahall at autodist.com
Wed Jan 4 09:10:18 EST 2017


Okay, searching users is the problem? I'm not sure, but what about an
overlay that conditionally shows that part of page templates? You could
create a group to which you'd assign any user you don't want viewing other
users, then find the element that displays the user search and add a
condition to return nothing if the user belongs to that group?

On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <felix at d2france.fr> wrote:

>
> Le 04/01/2017 à 14:02, Alex Hall a écrit :
>
> 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.
>
> Yes! In the begining, that's what I tried to do. Restrict privilieged
> users. But I didn't find how restrict the access to the SearchUser.
>
> A member of a queue can search and view all users.
>
> In my setup, a queue and group, are dedicated to a customer.
>
> A customer should not be able to fetch other informations that are not
> inside of their queue. Thus, not be able to search all user in RT database..
>
> Maybe, it's possible to limit the search function to their queue or
> desactivate the access to the menu search. Do you know about that ?
>
> Thanks,
>
>
> 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
>
>
> --
> Félix Defrance
> PGP: 0x0F04DC57
>
>


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