Re: Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?
"Cena, Stephen (ext. 300)" <[email protected]> Mon, 13 Feb 2017 17:21:35 +0000
| Newsgroups | gmane.comp.bug-tracking.request-tracker.user |
|---|---|
| Message-ID | <87F81E27495DC8489147E34A4152E268A4986477@MailStore2010.ogp.qvii.com> |
--_000_87F81E27495DC8489147E34A4152E268A4986477MailStore2010og_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Let me try to explain a little better how we're set up: We have 3 departments: Service A, Service B and Service C. The model the de= partments opted for was a 'dispatch' queue for all incoming tickets, and th= en the tickets get transferred to a work queue. Service A has 2 dispatch queues and 1 work queue. Service B has 3 dispatches queues and 8 work queues Service C has 1 dispatch queue and 1 work queue. The mandate from management is they want anyone with an active account insi= de RT to be able to view any ticket in any queue. So my "Employee" group ha= s to include the members of Service A B and C which is causing the problem. What I'm trying to do is create either dashboards or stock RT At A Glance p= er user so 95% of the time they only can see the things they can "work" on. Does that help or have I muddied it more? Stephen Cena Senior Systems Administrator Quality Vision International, Inc. Phone: (585) 544-0450 x300 To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.= com<mailto:[email protected]> To report email issues: [email protected]<mailto:[email protected]> From: Thomas B=E4tzler [mailto:[email protected]] Sent: Monday, February 13, 2017 11:27 AM To: Cena, Stephen (ext. 300) <[email protected]>; '[email protected].= com' <[email protected]> Subject: AW: Pre-configure users "RT At A Glance" with specific elements - = Default Dashboards? If all your users are seeing all of your queues "you're doing it wrong" ;-) --_000_87F81E27495DC8489147E34A4152E268A4986477MailStore2010og_ Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable <html> <head> <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Diso-8859-= 1"> <meta name=3D"Generator" content=3D"Microsoft Word 15 (filtered medium)"> <style><!-- /* Font Definitions */ @font-face {font-family:Wingdings; panose-1:5 0 0 0 0 0 0 0 0 0;} @font-face {font-family:"MS Mincho"; panose-1:2 2 6 9 4 2 5 8 3 4;} @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:"\@MS Mincho"; panose-1:2 2 6 9 4 2 5 8 3 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:11.0pt; font-family:"Calibri",sans-serif;} a:link, span.MsoHyperlink {mso-style-priority:99; color:#0563C1; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99; color:#954F72; text-decoration:underline;} p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph {mso-style-priority:34; margin-top:0in; margin-right:0in; margin-bottom:0in; margin-left:.5in; margin-bottom:.0001pt; font-size:11.0pt; font-family:"Calibri",sans-serif;} p.msonormal0, li.msonormal0, div.msonormal0 {mso-style-name:msonormal; mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; font-size:12.0pt; font-family:"Times New Roman",serif;} span.EmailStyle19 {mso-style-type:personal; font-family:"Calibri",sans-serif; color:windowtext;} span.EmailStyle20 {mso-style-type:personal; font-family:"Calibri",sans-serif; color:#1F497D;} span.EmailStyle21 {mso-style-type:personal-reply; font-family:"Calibri",sans-serif; color:windowtext;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page WordSection1 {size:8.5in 11.0in; margin:1.0in 1.0in 1.0in 1.0in;} div.WordSection1 {page:WordSection1;} /* List Definitions */ @list l0 {mso-list-id:886914618; mso-list-type:hybrid; mso-list-template-ids:364957336 663370898 67567619 67567621 67567617 67567= 619 67567621 67567617 67567619 67567621;} @list l0:level1 {mso-level-start-at:4; mso-level-number-format:bullet; mso-level-text:\F0D8; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:Wingdings; mso-fareast-font-family:"MS Mincho"; mso-bidi-font-family:Calibri;} @list l0:level2 {mso-level-number-format:bullet; mso-level-text:o; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:"Courier New";} @list l0:level3 {mso-level-number-format:bullet; mso-level-text:\F0A7; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:Wingdings;} @list l0:level4 {mso-level-number-format:bullet; mso-level-text:\F0B7; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:Symbol;} @list l0:level5 {mso-level-number-format:bullet; mso-level-text:o; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:"Courier New";} @list l0:level6 {mso-level-number-format:bullet; mso-level-text:\F0A7; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:Wingdings;} @list l0:level7 {mso-level-number-format:bullet; mso-level-text:\F0B7; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:Symbol;} @list l0:level8 {mso-level-number-format:bullet; mso-level-text:o; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:"Courier New";} @list l0:level9 {mso-level-number-format:bullet; mso-level-text:\F0A7; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-.25in; font-family:Wingdings;} ol {margin-bottom:0in;} ul {margin-bottom:0in;} --></style><!--[if gte mso 9]><xml> <o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" /> </xml><![endif]--><!--[if gte mso 9]><xml> <o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"1" /> </o:shapelayout></xml><![endif]--> </head> <body lang=3D"EN-US" link=3D"#0563C1" vlink=3D"#954F72"> <div class=3D"WordSection1"> <p class=3D"MsoNormal">Let me try to explain a little better how we’r= e set up:<o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">We have 3 departments: Service A, Service B and Serv= ice C. The model the departments opted for was a ‘dispatch’ que= ue for all incoming tickets, and then the tickets get transferred to a work= queue.<o:p></o:p></p> <p class=3D"MsoNormal">Service A has 2 dispatch queues and 1 work queue.<o:= p></o:p></p> <p class=3D"MsoNormal">Service B has 3 dispatches queues and 8 work queues<= o:p></o:p></p> <p class=3D"MsoNormal">Service C has 1 dispatch queue and 1 work queue.<o:p= ></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">The mandate from management is they want anyone with= an active account inside RT to be able to view any ticket in any queue. So= my “Employee” group <b><u>has</u></b> to include the members of Service A B and C which is caus= ing the problem. <o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">What I’m trying to do is create either dashboa= rds or stock RT At A Glance per user so 95% of the time they only can see t= he things they can “work” on.<o:p></o:p></p> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal">Does that help or have I muddied it more?<o:p></o:p>= </p> <p class=3D"MsoNormal"><o:p> </o:p></p> <div> <p class=3D"MsoNormal"><b><span style=3D"font-size:14.0pt;color:black">Step= hen Cena<o:p></o:p></span></b></p> <p class=3D"MsoNormal"><span style=3D"color:black">Senior Systems Administr= ator <o:p> </o:p></span></p> <p class=3D"MsoNormal"><span style=3D"color:black">Quality Vision Internati= onal, Inc.<o:p></o:p></span></p> <p class=3D"MsoNormal"><span style=3D"color:black">Phone: (585) 544-0450 x3= 00<o:p></o:p></span></p> <p class=3D"MsoNormal"><span style=3D"color:black">To notify helpdesk: <a h= ref=3D"http://helpdesk.ogp.qvii.com"> <span style=3D"color:blue">http://helpdesk.ogp.qvii.com</span></a> or email= : <u><a href=3D"mailto:[email protected]"><span style=3D"color:black">hd-= [email protected]</span></a><o:p></o:p></u></span></p> <p class=3D"MsoNormal"><span style=3D"color:black">To report email issues: = <a href=3D"mailto:[email protected]"> <span style=3D"color:blue">[email protected]</span></a><o:p></o:p></span>= </p> </div> <p class=3D"MsoNormal"><o:p> </o:p></p> <div> <div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in = 0in 0in"> <p class=3D"MsoNormal"><b>From:</b> Thomas B=E4tzler [mailto:t.baetzler@bri= nge.com] <br> <b>Sent:</b> Monday, February 13, 2017 11:27 AM<br> <b>To:</b> Cena, Stephen (ext. 300) <[email protected]>; '[email protected]= estpractical.com' <[email protected]><br> <b>Subject:</b> AW: Pre-configure users "RT At A Glance" with spe= cific elements - Default Dashboards?<o:p></o:p></p> </div> </div> <p class=3D"MsoNormal"><o:p> </o:p></p> <p class=3D"MsoNormal"><i><span style=3D"color:#1F497D">If all your users a= re seeing all of your queues “you’re doing it wrong” ;-)<= o:p></o:p></span></i></p> <div> <p class=3D"MsoNormal"><span lang=3D"DE" style=3D"color:#1F497D"><o:p> = ;</o:p></span></p> </div> </div> </body> </html> --_000_87F81E27495DC8489147E34A4152E268A4986477MailStore2010og_--