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

[Martin Wheldon]

Hi,

You can modify the Ticket Owner dropdowns by using the UpdateObjectList 
callback in Elements/SelectOwner,
you would remove all unwanted users from the list of objects passed to 
this callback.

You possibly need to use the Modify callback in Elements/ShowUser too, I 
suspect there are others, but those should get you started.

Best Regards

Martin

On 2017-01-04 14:35, Felix Defrance wrote:
> Le 04/01/2017 à 15:10, Alex Hall a écrit :
> 
>> 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?
>  Yes, this is a part of the problem. The second, but not important,
> it's just for the look&feel, the ability to custom "Rt at a glance" by
> user groups.
> 
> For the first, I don't known how I can do " 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
> 
> --
> Félix Defrance
> PGP: 0x0F04DC57