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

[Martin Wheldon]

Hi Félix,

I've just tried to configure this on a RT 4.4.1 install using a custom 
role and it seems to work fine.
Here is the process I carried out.

I've got 2 unprivileged users with a single queue, each being the owner 
of multiple tickets in that queue.
I created a new custom role, then assigned it to the queue. Next I added 
the users to the custom role. (Done on the queue, watchers tab)
The I added the SeeQueue and ShowTickets permissions to the custom role 
on the queue.

Now when I login as either of the users I see all the tickets in that 
queue owner by those users.

Hope that helps

Best Regards

Martin

On 2017-01-04 08:45, Emmanuel Lacour wrote:
> Le 03/01/2017 à 18:27, Felix Defrance a écrit :
> 
>> 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?
> 
> SelfService filters ticket list to tickets the user is watcher on
> (requestor or Cc). This is hard coded in
> share/html/SelfService/Elements/MyRequests:
> 
> my $id = $session{'CurrentUser'}->id;
> my $Query = "( Watcher.id = $id )";
> 
> if ($status) {
>     $status =~ s/(['\\])/\\$1/g;
>     $Query .= " AND Status = '$status'";
> }
> 
> so if you wan't to relax this to all tickets users have ShowTicket
> rights, you have to modify this query ;)
> 
> But I strongly discourage (unless really needed) to setup an RT
> instance with one queue per customer, best to think queues per
> internal support team and play with customroles/groups or customfields
> to set the customer.