On Mon, 26 Jan 2009 04:58:57 -0500, Bostjan9 <bostjan.vid...@gmail.com> wrote:
> > Hi all, > > is it possible that users can see only the tickets they own? Idea is that > the head of IT department create project(master ticket) and > subtasks(child > tickets) for sub departments. Head of sub department can see all tickets > in > queue of his department, but other users can only see tickets they own. > > Must we create queue for each user to achive that ? > > Regards, > > Bostjan > > I don't think you need a separate queue for each user. Probably a queue for each sub department? Can sub department heads see Sounds like you have three roles: - IT department head - sub department head - worker Create: - a single group containing IT department head(s). - a group for each subdept, each containing sub department head(s) - a group for each subdept, each containing sub dept workers - queue for each sub dept For each queue, set up group rights: - all access for IT dept head group - all access for appropriate sub dept head group - 'OwnTicket' for appropriate worker group - ShowTicket etc. for Owner role So a worker will not be able to see tickets unless they are the owner. If you're talking about a single queue for the whole department, a similar scheme would apply. Good luck, Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IS&T _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com