On Wed, Dec 2, 2009 at 1:19 PM, Ken Crocker <kfcroc...@lbl.gov> wrote:
> Robert, > > For that particular Queue, I would: > > 1) Grant "CreateTicket" to "Everyone" or "Privileged, as you prefer. > 2) Grant "ShowQueue" to "Everyone" or "Privileged, as you prefer. > 3) Grant "ShowTicket" to the role "Requestor". > 4) Grant "ShowTicket" and any other rights you want to the role "AdminCc". > > That should do it. > > Thanks Ken, between you and Jesse I got most of the way there, and the final "ah-ha" just hit me. I'll share my learning/thoughts here in case it helps people in the future. Basically, all of my employees are privileged users, so they get the "RT At A Glance" (r...@ag) page. I have the "quick create" in the r...@ag page, so that seemed logical. But when a customer's ticket was assigned to an admin, it was no longer visible on the r...@ag page because I don't have "show tickets" turned on for the general queue. However, clicking on "quick search" and then typing "general" into the search box resulted in the correct list of tickets being presented - the tickets owned by the customer. However, expecting my end-users to jump through that many clicks is expecting too much. I tried finding away to enable a "my tickets" portal to r...@ag where "my" = "submitter", but couldn't find it. It finally occurred to me the SelfService interface might have the "view" I'm looking for, and sure enough it does. I see some mods on the wiki to add "If user can't own ticket redirect to self-service" functionality, which is probably how I'll go. However, a LINK to the self service page on the r...@ag page would be handy. Even better - a portal/module for SelfService that I could add to r...@ag would be slick. In any case, I have a clear path to a usable end-state. Thanks again for your help and advice! -Rob
_______________________________________________ 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
