Hey Stephen,
* We have an instance of RT that is shared across three departments. Each department only needs to be able to see specific queues. Due to the way permissions work in RT, all the queues are visible. My idea to fix the display problem is to rewrite some of the widgets to only include the desired * queues (ex: 10 unonwned now is 10 tickets unowned in queues I should see). Is there a way that I can pre-populate my users RT At A Glance with specific elements that are germane to the specific user? (Dept A user gets widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and * somehow instruct RT to use them as the home screen? If all your users are seeing all of your queues youre doing it wrong ;-) Its been a while since I set this up for our site, but assuming that you have your users properly assigned to departmental groups, you can give the view queue privilege per queue to whichever group needs to see that queue in admin queue => group rights. Then make sure that the system groups/roles dont have that privilege. Be prepared to logout/login frequently while you figure this out ;-) A basic setup might look something like this: System rights: Everyone: comment, create, reply to tickets (nothing else). This is needed so that Fred Customer can create a ticket via email without being set up in RT. Privileged/Unprivileged: nothing its already covered by everyone. Roles: Nothing allowed per Role we do this via user groups User Groups: dept/customer: View Queue, Summaries admins: View Queue, lots of privileges but it really depends on what youre trying to do. Were an IT shop so we have at least one queue per customer, and the guys who work with me have the rights (if not the inclination ;-)) to do most anything. When you share RT across multiple departments your requirements might force you to be a bit more restrictive when giving out privileges. Just remember that RT might cache permissions for the duration of a session. MfG, Thomas Bätzler -- BRINGE Informationstechnik GmbH Zur Seeplatte 12 D-76228 Karlsruhe Germany Fon: +49 721 94246-0 Fon: +49 171 5438457 Fax: +49 721 94246-66 Web: http://www.bringe.de/ Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe Ust.Id: DE812936645, HRB 108943 Mannheim
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