Re: [rt-users] see others tickets
I will give it a shot and let you know :-) Met vriendelijke groet / With kind regards, Richard Pijnenburg Change and Incident Coordinator WideXS http://www.widexs.nl Tel +31 (0)20 7570780 Fax +31 (0)20 6116302 Zekeringstraat 43,1014 BV Amsterdam, NL -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Václav Ovsík Sent: Thursday, November 04, 2010 10:14 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets On Thu, Nov 04, 2010 at 09:37:42AM +0100, Richard Pijnenburg wrote: > Wouldn't it be easier if you could create a group per customer and let > all the users in that group see the tickets from each other? > Of course there are different approaches possible to the same issue :-) I hope, that it is exactly what I did. :) Users from the same customer group can view each others tickets. The SelfService with this modification can be used for it, no need for full UI. Users can be unprivileged, no need to cope the more complex UI for end users. -- Zito
Re: [rt-users] see others tickets
On Thu, Nov 04, 2010 at 09:37:42AM +0100, Richard Pijnenburg wrote: > Wouldn't it be easier if you could create a group per customer and let > all the users in that group see the tickets from each other? > Of course there are different approaches possible to the same issue :-) I hope, that it is exactly what I did. :) Users from the same customer group can view each others tickets. The SelfService with this modification can be used for it, no need for full UI. Users can be unprivileged, no need to cope the more complex UI for end users. -- Zito
Re: [rt-users] see others tickets
Wouldn't it be easier if you could create a group per customer and let all the
users in that group see the tickets from each other?
Of course there are different approaches possible to the same issue :-)
Met vriendelijke groet / With kind regards,
Richard Pijnenburg
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Václav Ovsík
Sent: Thursday, November 04, 2010 9:23 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] see others tickets
On Thu, Nov 04, 2010 at 12:22:11AM +0100, Josef wrote:
>
> Thank you very much,
> I have copied these files into my
> /usr/share/request-tracker3.6/html/SelfService/, but I'm having this
I forgot to mention files from the tarball should be extracted into
installation directory of RT 3.8.8. So you should end with:
local/html/SelfService
local/html/SelfService/QueueTickets.html
local/html/SelfService/Elements
local/html/SelfService/Elements/Tickets
local/html/SelfService/Elements/Tabs
in the directory where you install RT version 3.8.8.
The reasons for creating this SelfService extension was, that we don't
want to give customers full UI. We only want the customer can view
tickets for his company. We have groups of users with permissions to
view corresponding queues.
This code should replace old extension GroupService that exist in the
past for RT 2.x after we move to latest RT.
I wrote the code using loc(), so full localisation is possible and I did
it for Czech language. Menu option "Queue tickets" is not shown in the
case the user has no permission to view tickets in any queue.
Can someone review the changes to include this into share/html upstream?
* SelfService/Elements/Tabs
modification of original file
--- share/html/SelfService/Elements/Tabs2010-05-10 15:36:53.0
+0200
+++ local/html/SelfService/Elements/Tabs2010-07-01 15:07:01.0
+0200
@@ -58,14 +58,21 @@
my $queues = RT::Queues->new($session{'CurrentUser'});
$queues->UnLimit;
-my $queue_count = 0;
-my $queue_id = 1;
+my $queue_create_count = 0;
+my $queue_create_id = 1;
+my $queue_show_count = 0;
+my $queue_show_id = 1;
while (my $queue = $queues->Next) {
- next unless $queue->CurrentUserHasRight('CreateTicket');
- $queue_id = $queue->id;
- $queue_count++;
- last if ($queue_count > 1);
+ if ( $queue->CurrentUserHasRight('CreateTicket') ) {
+ $queue_create_id = $queue->id;
+ $queue_create_count++;
+ }
+ if ( $queue->CurrentUserHasRight('ShowTicket') ) {
+ $queue_show_id = $queue->id;
+ $queue_show_count++;
+ }
+ last if $queue_create_count > 1 && $queue_show_count > 1;
}
if ($Title) {
@@ -83,13 +90,19 @@
},
};
-if ($queue_count > 1) {
+if ($queue_show_count) {
+ $tabs->{B2} = { title => loc('Queue tickets'),
+ path => 'SelfService/QueueTickets.html'
+ };
+}
+
+if ($queue_create_count > 1) {
$tabs->{C} = { title => loc('New ticket'),
path => 'SelfService/CreateTicketInQueue.html'
};
} else {
$tabs->{C} = { title => loc('New ticket'),
- path => 'SelfService/Create.html?Queue=' . $queue_id
+ path => 'SelfService/Create.html?Queue=' .
$queue_create_id
};
}
* SelfService/Elements/Tickets
is modification of SelfService/Elements/MyRequests
--- share/html/SelfService/Elements/MyRequests 2010-05-10 15:36:53.0
+0200
+++ local/html/SelfService/Elements/Tickets 2010-07-08 12:13:04.0
+0200
@@ -45,41 +45,65 @@
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
+<%once>
+#my $Format = RT->Config->Get('DefaultSelfServiceSearchResultFormat');
+my $Format = qq{
+ '__id__/TITLE:#',
+ QueueName,
+ '__Subject__/TITLE:Subject',
+ Status,
+ Requestors,
+ OwnerName};
+
<&| /Widgets/TitleBox, title => $title &>
<& /Elements/CollectionList, Title => $title,
Format => $Format,
Query => $Query,
-Order => @Order,
-OrderBy => @OrderBy,
+Order => [...@order],
+OrderBy => [...@orderby],
BaseURL => $BaseURL,
-GenericQueryArgs => $GenericQueryArgs,
-AllowSorting => $AllowSorting,
-
Re: [rt-users] see others tickets
On Thu, Nov 04, 2010 at 12:22:11AM +0100, Josef wrote:
>
> Thank you very much,
> I have copied these files into my
> /usr/share/request-tracker3.6/html/SelfService/, but I'm having this
I forgot to mention files from the tarball should be extracted into
installation directory of RT 3.8.8. So you should end with:
local/html/SelfService
local/html/SelfService/QueueTickets.html
local/html/SelfService/Elements
local/html/SelfService/Elements/Tickets
local/html/SelfService/Elements/Tabs
in the directory where you install RT version 3.8.8.
The reasons for creating this SelfService extension was, that we don't
want to give customers full UI. We only want the customer can view
tickets for his company. We have groups of users with permissions to
view corresponding queues.
This code should replace old extension GroupService that exist in the
past for RT 2.x after we move to latest RT.
I wrote the code using loc(), so full localisation is possible and I did
it for Czech language. Menu option "Queue tickets" is not shown in the
case the user has no permission to view tickets in any queue.
Can someone review the changes to include this into share/html upstream?
* SelfService/Elements/Tabs
modification of original file
--- share/html/SelfService/Elements/Tabs2010-05-10 15:36:53.0
+0200
+++ local/html/SelfService/Elements/Tabs2010-07-01 15:07:01.0
+0200
@@ -58,14 +58,21 @@
my $queues = RT::Queues->new($session{'CurrentUser'});
$queues->UnLimit;
-my $queue_count = 0;
-my $queue_id = 1;
+my $queue_create_count = 0;
+my $queue_create_id = 1;
+my $queue_show_count = 0;
+my $queue_show_id = 1;
while (my $queue = $queues->Next) {
- next unless $queue->CurrentUserHasRight('CreateTicket');
- $queue_id = $queue->id;
- $queue_count++;
- last if ($queue_count > 1);
+ if ( $queue->CurrentUserHasRight('CreateTicket') ) {
+ $queue_create_id = $queue->id;
+ $queue_create_count++;
+ }
+ if ( $queue->CurrentUserHasRight('ShowTicket') ) {
+ $queue_show_id = $queue->id;
+ $queue_show_count++;
+ }
+ last if $queue_create_count > 1 && $queue_show_count > 1;
}
if ($Title) {
@@ -83,13 +90,19 @@
},
};
-if ($queue_count > 1) {
+if ($queue_show_count) {
+ $tabs->{B2} = { title => loc('Queue tickets'),
+ path => 'SelfService/QueueTickets.html'
+ };
+}
+
+if ($queue_create_count > 1) {
$tabs->{C} = { title => loc('New ticket'),
path => 'SelfService/CreateTicketInQueue.html'
};
} else {
$tabs->{C} = { title => loc('New ticket'),
- path => 'SelfService/Create.html?Queue=' . $queue_id
+ path => 'SelfService/Create.html?Queue=' .
$queue_create_id
};
}
* SelfService/Elements/Tickets
is modification of SelfService/Elements/MyRequests
--- share/html/SelfService/Elements/MyRequests 2010-05-10 15:36:53.0
+0200
+++ local/html/SelfService/Elements/Tickets 2010-07-08 12:13:04.0
+0200
@@ -45,41 +45,65 @@
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
+<%once>
+#my $Format = RT->Config->Get('DefaultSelfServiceSearchResultFormat');
+my $Format = qq{
+ '__id__/TITLE:#',
+ QueueName,
+ '__Subject__/TITLE:Subject',
+ Status,
+ Requestors,
+ OwnerName};
+
<&| /Widgets/TitleBox, title => $title &>
<& /Elements/CollectionList, Title => $title,
Format => $Format,
Query => $Query,
-Order => @Order,
-OrderBy => @OrderBy,
+Order => [...@order],
+OrderBy => [...@orderby],
BaseURL => $BaseURL,
-GenericQueryArgs => $GenericQueryArgs,
-AllowSorting => $AllowSorting,
-Class => 'RT::Tickets',
- Rows=> $Rows,
-Page=> $Page &>
+AllowSorting => $AllowSorting,
+Class => 'RT::Tickets',
+Rows => $Rows,
+Page => $Page,
+queue => [...@queue],
+status => [...@status],
+PassArguments => [qw(Page Order OrderBy queue
status)],
+&>
+
<%INIT>
my $id = $session{'CurrentUser'}->id;
+
+...@queue = grep($_, @queue);
+
+unless ( @queue ) {
+my $queues = RT::Queues->new($session{'CurrentUser'});
+$queues->UnLimit;
+while (my $queue = $queues->Next) {
+ push @queue, $queue->id
+ if $queue->CurrentUserHasRight('ShowTicket');
+}
+}
+
my $Query = "( "
-.
Re: [rt-users] see others tickets
Josef wrote, On 11/3/10 4:46 PM: Yes, but only priviledged users see this... I don't want end users to change my settings. "Privileged" in RT does not mean that a user is able to change system settings. It means that a user gets the full UI instead of SelfService and shows up by default in the user list in the Configuration area (which is only accessible by users rights including ShowConfigTab, Admin*, and SuperUser) and that it is possible to assign the user various rights.
Re: [rt-users] see others tickets
Hi, You're talking about self service. And this interface is around tickets where the current user is a watcher(requestor, cc, admincc or owner). You did everything right with rights, however you want to add a box to self service page, for example "recently reported issues" or something like that. If it doesn't work for you then move your users from Unpriv to Priv and give them full UI. On Wed, Nov 3, 2010 at 11:38 PM, Josef wrote: > So RT can't do this? It's not very usefull, since when some service gets > down, we would have numerous of duplicite issues, as all users would try to > report it... > > Dne 11/3/10 8:04 PM, Josh Narins napsal(a): >> >> I would think you would have to rewrite the query for My Open Tickets for >> people to see other people's open tickets in the list. >> >> add something like >> >> or ( Queue is 'user' and status != 'resolved' ) >> >> >> Josh Narins >> Director of Application Development >> SeniorBridge >> 845 Third Ave >> 7th Floor >> New York, NY 10022 >> Tel: (212) 994-6194 >> Mobile: (917) 488-6248 >> Fax: (212) 994-4260 >> jnar...@seniorbridge.com >> >> SeniorBridge >> Managing Complex Chronic Care >> http://www.seniorbridge.com >> >> >> SeniorBridge Statement of Confidentiality: The contents of this email >> message are intended for the exclusive use of the addressee(s) and may >> contain confidential or privileged information. Any dissemination, >> distribution or copying of this email by an unintended or mistaken recipient >> is strictly prohibited. In said event, kindly reply to the sender and >> destroy all entries of this message and any attachments from your system. >> Thank you.-----Original Message- >>> >>> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- >>> boun...@lists.bestpractical.com] On Behalf Of Josef >>> Sent: Wednesday, November 03, 2010 2:58 PM >>> To: rt-users@lists.bestpractical.com >>> Subject: Re: [rt-users] see others tickets >>> >>> I have created a new queue called user, added group rights >>> ShowTicket, >>> SeeQueue, CreateTicket to a group unpriviliged. Then I have added two >>> users. Now, if user1 creates a ticket, he sees it in "My open tickets" >>> when he logs in. But if user2 logs in, he doesn't see any tickets in >>> his >>> "My open tickets" list. I want him to see the ticket of user1, so he >>> won't report the same problem as user1. >>> >>> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): >>>> >>>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: >>>>> >>>>> Hello, >>>>> I would like to have a "shared" queue, where would all users >>> >>> see >>>>> >>>>> others tickets. Not just tickets submited by a user itself. Is this >>>>> even possible in RT? Any suggestions, how to set it up? >>>>> >>>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and >>> >>> grant >>>> >>>> "ShowTicket" to pseudo group "Unpriviledged". >>>> > -- Best regards, Ruslan.
Re: [rt-users] see others tickets
Thank you very much, I have copied these files into my /usr/share/request-tracker3.6/html/SelfService/, but I'm having this error: *error:* could not find component for path '/SelfService/Elements/Tickets' *context:* *...* *72:* *73:* *74:* *75:* *76:* <& /SelfService/Elements/Tickets, *77:* %ARGS, *78:* status => [...@status], *79:* friendly_status => $fstatus ? loc($fstatus) : $act_states_str, *80:* queue => [...@queue], *...* *code stack:* /usr/share/request-tracker3.6/html/SelfService/QueueTickets.html:76 /usr/share/request-tracker3.6/html/autohandler:287 Dne 11/3/10 11:41 PM, Václav Ovsík napsal(a): Hi, On Wed, Nov 03, 2010 at 09:46:36PM +0100, Josef wrote: Yes, but only priviledged users see this... I don't want end users to change my settings. Unpriviledged user sees only its requests, or is there a way to add Newest Unowned dashboard to them? I have modified the SelfService a bit to see Queue Tickets. Attached is an archive. I believe, this can be added into upstream to. Regards
Re: [rt-users] see others tickets
Hi, On Wed, Nov 03, 2010 at 09:46:36PM +0100, Josef wrote: > > Yes, but only priviledged users see this... I don't want end users > to change my settings. Unpriviledged user sees only its requests, or > is there a way to add Newest Unowned dashboard to them? I have modified the SelfService a bit to see Queue Tickets. Attached is an archive. I believe, this can be added into upstream to. Regards -- Zito selfservice-queue.tar.gz Description: Binary data
Re: [rt-users] see others tickets
Offhand I don't know where the query for Unprivileged user's homepage is stored. I'm sure that if you can find it, it can be altered to show almost anything. > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 4:47 PM > Cc: 'rt-users@lists.bestpractical.com' > Subject: Re: [rt-users] see others tickets > > Yes, but only priviledged users see this... I don't want end users to > change my settings. Unpriviledged user sees only its requests, or is > there a way to add Newest Unowned dashboard to them? > > Dne 11/3/10 9:42 PM, Josh Narins napsal(a): > > Sorry, not "Queue," but saved-search/dashboard. > > > >> -Original Message- > >> From: Josh Narins > >> Sent: Wednesday, November 03, 2010 4:42 PM > >> To: 'Josef' > >> Cc: rt-users@lists.bestpractical.com > >> Subject: RE: [rt-users] see others tickets > >> > >> That's what the "Newest Unowned Tickets" queue is for, the default > >> second box in the left column of the home page is for. > >> > >>> -Original Message- > >>> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > >>> boun...@lists.bestpractical.com] On Behalf Of Josef > >>> Sent: Wednesday, November 03, 2010 4:39 PM > >>> Cc: rt-users@lists.bestpractical.com > >>> Subject: Re: [rt-users] see others tickets > >>> > >>>So RT can't do this? It's not very usefull, since when some > service > >>> gets down, we would have numerous of duplicite issues, as all users > >>> would try to report it... > >>> > >>> Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > >>>> I would think you would have to rewrite the query for My Open > >> Tickets > >>> for people to see other people's open tickets in the list. > >>>> add something like > >>>> > >>>> or ( Queue is 'user' and status != 'resolved' ) > >>>> > >>>> > >>>> Josh Narins > >>>> Director of Application Development > >>>> SeniorBridge > >>>> 845 Third Ave > >>>> 7th Floor > >>>> New York, NY 10022 > >>>> Tel: (212) 994-6194 > >>>> Mobile: (917) 488-6248 > >>>> Fax: (212) 994-4260 > >>>> jnar...@seniorbridge.com > >>>> > >>>> SeniorBridge > >>>> Managing Complex Chronic Care > >>>> http://www.seniorbridge.com > >>>> > >>>> > >>>> SeniorBridge Statement of Confidentiality: The contents of this > >> email > >>> message are intended for the exclusive use of the addressee(s) and > >> may > >>> contain confidential or privileged information. Any dissemination, > >>> distribution or copying of this email by an unintended or mistaken > >>> recipient is strictly prohibited. In said event, kindly reply to > the > >>> sender and destroy all entries of this message and any attachments > >> from > >>> your system. Thank you.-Original Message- > >>>>> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > >>>>> boun...@lists.bestpractical.com] On Behalf Of Josef > >>>>> Sent: Wednesday, November 03, 2010 2:58 PM > >>>>> To: rt-users@lists.bestpractical.com > >>>>> Subject: Re: [rt-users] see others tickets > >>>>> > >>>>> I have created a new queue called user, added group rights > >>>>> ShowTicket, > >>>>> SeeQueue, CreateTicket to a group unpriviliged. Then I have added > >>> two > >>>>> users. Now, if user1 creates a ticket, he sees it in "My open > >>> tickets" > >>>>> when he logs in. But if user2 logs in, he doesn't see any tickets > >> in > >>>>> his > >>>>> "My open tickets" list. I want him to see the ticket of user1, so > >> he > >>>>> won't report the same problem as user1. > >>>>> > >>>>> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > >>>>>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > >>>>>>> Hello, > >>>>>>>I would like to have a "shared" queue, where would all > >> users > >>>>> see > >>>>>>> others tickets. Not just tickets submited by a user itself. Is > >>> this > >>>>>>> even possible in RT? Any suggestions, how to set it up? > >>>>>>> > >>>>>> Sure, just go to Configuration->Queue->YourQueue->GroupRights > and > >>>>> grant > >>>>>> "ShowTicket" to pseudo group "Unpriviledged". > >>>>>>
Re: [rt-users] see others tickets
Yes, but only priviledged users see this... I don't want end users to change my settings. Unpriviledged user sees only its requests, or is there a way to add Newest Unowned dashboard to them? Dne 11/3/10 9:42 PM, Josh Narins napsal(a): Sorry, not "Queue," but saved-search/dashboard. -Original Message- From: Josh Narins Sent: Wednesday, November 03, 2010 4:42 PM To: 'Josef' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] see others tickets That's what the "Newest Unowned Tickets" queue is for, the default second box in the left column of the home page is for. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 4:39 PM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets So RT can't do this? It's not very usefull, since when some service gets down, we would have numerous of duplicite issues, as all users would try to report it... Dne 11/3/10 8:04 PM, Josh Narins napsal(a): I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 2:58 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in "My open tickets" when he logs in. But if user2 logs in, he doesn't see any tickets in his "My open tickets" list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: Hello, I would like to have a "shared" queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Sure, just go to Configuration->Queue->YourQueue->GroupRights and grant "ShowTicket" to pseudo group "Unpriviledged".
Re: [rt-users] see others tickets
Sorry, not "Queue," but saved-search/dashboard. > -Original Message- > From: Josh Narins > Sent: Wednesday, November 03, 2010 4:42 PM > To: 'Josef' > Cc: rt-users@lists.bestpractical.com > Subject: RE: [rt-users] see others tickets > > That's what the "Newest Unowned Tickets" queue is for, the default > second box in the left column of the home page is for. > > > -Original Message- > > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > boun...@lists.bestpractical.com] On Behalf Of Josef > > Sent: Wednesday, November 03, 2010 4:39 PM > > Cc: rt-users@lists.bestpractical.com > > Subject: Re: [rt-users] see others tickets > > > > So RT can't do this? It's not very usefull, since when some service > > gets down, we would have numerous of duplicite issues, as all users > > would try to report it... > > > > Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > > > I would think you would have to rewrite the query for My Open > Tickets > > for people to see other people's open tickets in the list. > > > > > > add something like > > > > > > or ( Queue is 'user' and status != 'resolved' ) > > > > > > > > > Josh Narins > > > Director of Application Development > > > SeniorBridge > > > 845 Third Ave > > > 7th Floor > > > New York, NY 10022 > > > Tel: (212) 994-6194 > > > Mobile: (917) 488-6248 > > > Fax: (212) 994-4260 > > > jnar...@seniorbridge.com > > > > > > SeniorBridge > > > Managing Complex Chronic Care > > > http://www.seniorbridge.com > > > > > > > > > SeniorBridge Statement of Confidentiality: The contents of this > email > > message are intended for the exclusive use of the addressee(s) and > may > > contain confidential or privileged information. Any dissemination, > > distribution or copying of this email by an unintended or mistaken > > recipient is strictly prohibited. In said event, kindly reply to the > > sender and destroy all entries of this message and any attachments > from > > your system. Thank you.-Original Message- > > >> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > >> boun...@lists.bestpractical.com] On Behalf Of Josef > > >> Sent: Wednesday, November 03, 2010 2:58 PM > > >> To: rt-users@lists.bestpractical.com > > >> Subject: Re: [rt-users] see others tickets > > >> > > >>I have created a new queue called user, added group rights > > >> ShowTicket, > > >> SeeQueue, CreateTicket to a group unpriviliged. Then I have added > > two > > >> users. Now, if user1 creates a ticket, he sees it in "My open > > tickets" > > >> when he logs in. But if user2 logs in, he doesn't see any tickets > in > > >> his > > >> "My open tickets" list. I want him to see the ticket of user1, so > he > > >> won't report the same problem as user1. > > >> > > >> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > > >>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > > >>>>Hello, > > >>>> I would like to have a "shared" queue, where would all > users > > >> see > > >>>> others tickets. Not just tickets submited by a user itself. Is > > this > > >>>> even possible in RT? Any suggestions, how to set it up? > > >>>> > > >>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and > > >> grant > > >>> "ShowTicket" to pseudo group "Unpriviledged". > > >>>
Re: [rt-users] see others tickets
That's what the "Newest Unowned Tickets" queue is for, the default second box in the left column of the home page is for. > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 4:39 PM > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] see others tickets > > So RT can't do this? It's not very usefull, since when some service > gets down, we would have numerous of duplicite issues, as all users > would try to report it... > > Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > > I would think you would have to rewrite the query for My Open Tickets > for people to see other people's open tickets in the list. > > > > add something like > > > > or ( Queue is 'user' and status != 'resolved' ) > > > > > > Josh Narins > > Director of Application Development > > SeniorBridge > > 845 Third Ave > > 7th Floor > > New York, NY 10022 > > Tel: (212) 994-6194 > > Mobile: (917) 488-6248 > > Fax: (212) 994-4260 > > jnar...@seniorbridge.com > > > > SeniorBridge > > Managing Complex Chronic Care > > http://www.seniorbridge.com > > > > > > SeniorBridge Statement of Confidentiality: The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken > recipient is strictly prohibited. In said event, kindly reply to the > sender and destroy all entries of this message and any attachments from > your system. Thank you.-Original Message----- > >> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > >> boun...@lists.bestpractical.com] On Behalf Of Josef > >> Sent: Wednesday, November 03, 2010 2:58 PM > >> To: rt-users@lists.bestpractical.com > >> Subject: Re: [rt-users] see others tickets > >> > >>I have created a new queue called user, added group rights > >> ShowTicket, > >> SeeQueue, CreateTicket to a group unpriviliged. Then I have added > two > >> users. Now, if user1 creates a ticket, he sees it in "My open > tickets" > >> when he logs in. But if user2 logs in, he doesn't see any tickets in > >> his > >> "My open tickets" list. I want him to see the ticket of user1, so he > >> won't report the same problem as user1. > >> > >> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > >>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > >>>>Hello, > >>>> I would like to have a "shared" queue, where would all users > >> see > >>>> others tickets. Not just tickets submited by a user itself. Is > this > >>>> even possible in RT? Any suggestions, how to set it up? > >>>> > >>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and > >> grant > >>> "ShowTicket" to pseudo group "Unpriviledged". > >>>
Re: [rt-users] see others tickets
So RT can't do this? It's not very usefull, since when some service gets down, we would have numerous of duplicite issues, as all users would try to report it... Dne 11/3/10 8:04 PM, Josh Narins napsal(a): I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 2:58 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in "My open tickets" when he logs in. But if user2 logs in, he doesn't see any tickets in his "My open tickets" list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: Hello, I would like to have a "shared" queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Sure, just go to Configuration->Queue->YourQueue->GroupRights and grant "ShowTicket" to pseudo group "Unpriviledged".
Re: [rt-users] see others tickets
I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 2:58 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] see others tickets > > I have created a new queue called user, added group rights > ShowTicket, > SeeQueue, CreateTicket to a group unpriviliged. Then I have added two > users. Now, if user1 creates a ticket, he sees it in "My open tickets" > when he logs in. But if user2 logs in, he doesn't see any tickets in > his > "My open tickets" list. I want him to see the ticket of user1, so he > won't report the same problem as user1. > > Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > > On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > >> Hello, > >> I would like to have a "shared" queue, where would all users > see > >> others tickets. Not just tickets submited by a user itself. Is this > >> even possible in RT? Any suggestions, how to set it up? > >> > > Sure, just go to Configuration->Queue->YourQueue->GroupRights and > grant > > "ShowTicket" to pseudo group "Unpriviledged". > >
Re: [rt-users] see others tickets
I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in "My open tickets" when he logs in. But if user2 logs in, he doesn't see any tickets in his "My open tickets" list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: Hello, I would like to have a "shared" queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Sure, just go to Configuration->Queue->YourQueue->GroupRights and grant "ShowTicket" to pseudo group "Unpriviledged".
Re: [rt-users] see others tickets
On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > Hello, > I would like to have a "shared" queue, where would all users see > others tickets. Not just tickets submited by a user itself. Is this > even possible in RT? Any suggestions, how to set it up? > Sure, just go to Configuration->Queue->YourQueue->GroupRights and grant "ShowTicket" to pseudo group "Unpriviledged".
Re: [rt-users] see others tickets
Configuration->Queues->Select Your-Shared-Queue Choose "Group Rights" from the top menubar. Give "Everyone", or maybe just "Privileged," any rights you want all users to have on that queue. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 8:49 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] see others tickets > > Hello, > I would like to have a "shared" queue, where would all users see > others tickets. Not just tickets submited by a user itself. Is this > even > possible in RT? Any suggestions, how to set it up? > > Thank you, > Josef
[rt-users] see others tickets
Hello, I would like to have a "shared" queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Thank you, Josef
