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

[Martin Wheldon]

Hi,

No need to add the custom role to the tickets, just to the queue.

Best Regards

Martin

On 2017-01-05 14:26, Felix Defrance wrote:
> Le 05/01/2017 à 12:22, Alex Hall a écrit :
>> Martin's suggestion makes sense, but I thought Felix was trying to 
>> restrict user search, not ticket search? That is, he doesn't want 
>> users to be able to search (and thus view the names of) all users? 
>> It's quite early here, so my brain may still be muttled and I could be 
>> wrong.
> Alex, after I see it was possible to display any tickets via the search
> module, I want to restrict this too.
> 
>> 
>> Sent from my iPhone
>> 
>>> On Jan 5, 2017, at 06:08, Martin Wheldon 
>>> <martin.wheldon at greenhills-it.co.uk> wrote:
>>> 
>>> 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.
> In this case, unprivileged users via (SelfService of course), just see
> their own tickets. For me, I have just 2 menus: "Tickets" and "Logged 
> in
> foobar".
> 
> In Tickets, I just see "Open tickets" and "Closed Tickets". In both
> pages, I just see tickets that users declarated as requestor.
> 
> The custom role not provide an access to see all ticket in the queue 
> (as
> elacour told to us).
> 
> Now I understand the goal of the roles, maybe it's possible to
> automaticaly add custom role as a watcher to the right queue on all
> existing tickets and  the futur new ticket.
> 
> Do you think it's possible ?
> 
> Thx
> 
>>> 
>>> 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.