Gilmare,
Yes. I misunderstood your situation and you're correct, If one ticket
is available to a group, all tickets are. Different Queues for different
types of tickets will allow you to do what you want. We use that method
here as well. We have several Queues to handle different types (groups)
of tickets within an overall support area and different access rights
per group per queue.
Kenn
LBNL
Gilmar Santos Jr wrote:
Hi, Kenn.
Maybe I didn't make myself clear... It's possible to setup different
access rights within the same queue for different groups, like group A
can take, group B can comment, etc. But I was talking about, for
example, the "ShowTicket" permission. Can I set up RT to show some
tickets to a group and not to other group within the same queue? The
"ShowTicket" permission applies to all tickets in the queue, and not for
groups of tickets. That's why I suggested creating one queue for each
group :-)
--
Gilmar Santos Jr
Kenneth Crocker escreveu:
Gilmar,
You said, "I think it's not possible to make this kind of access
control within the same queue... Am I mistaken?". If I understood your
question correctly, the answer is "Yes", you could set up different
access rights for any number of groups you want to access the Queue.
We have a variety of Queues and groups where 1 Queue may have several
groups with different types of access as well as many groups that have
different types of access to several different Queues. It's all in the
way you configure your Queues.
Kenn
LBNL
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