A few beginner work flow questions and suggestions

Hello,

I read most of the manual administration documentation from the wiki
but even then still can’t figure out what I’m doing wrong or the
suggested work flow of using RT because things aren’t appearing and
showing up the way I’d expect it. I’m using version 3.6.5 and I broke
up my email into two parts, the questions and suggestions so if you
can answer anything please reply back :slight_smile:

Questions

  1. I created a normal user account but when I logged in with the user
    account to test it I couldn’t create a ticket because the account
    didn’t have permission’s to attach a ticket to the Queue but there
    aren’t no queues so I created a queue with my root account then logged
    back in with the test account and the queue didn’t show up on the
    ticket page?! What am I doing wrong here so that I could have normal
    users create tickets and have the queues show up in the queue section
    of creating a ticket?

  2. After creating a Custom Field and setting the “Applies to” to
    "Tickets" it still doesn’t show up when I log in as my test account
    under the new ticket page? I then went to Configuration -> Global ->
    Custom Fields -> Tickets and moved this custom field to the “Selected
    Custom Fields” section and I still don’t see it on the new ticket page
    with my user account. Am I getting the wrong impression of what the
    custom types are for?

  3. When trying to add members to a group all I see are privileged user
    accounts that are created, I don’t see normal user accounts (account
    just created with “Let this user access RT” permission). Are groups
    only to manage privileged user accounts you can’t group together non
    privileged accounts?

Suggestions

  1. The default user name and password should be in the documentation.
    After trying out a few guesses off the top of my head I had to go to
    the database and poke around for the user name. Then I had to guess
    that the password was “password”. If that was in the README file with
    the rest of the instructions on getting you up and running that would
    be great.

  2. The drop down menu item “User Id” in the Configuration -> Users
    page should say “User name” instead. It was misleading me to input the
    Id of the user from the Users database table.

  3. Why do only privileged users show up in Configuration -> Users page
    by default? Most of the time normal user configuration and editing is
    what is being done and there is no way to see what unprivileged users
    exist. You have to do a search but the search assumes you know what
    you are looking for. The list should be expanded to show unprivileged
    users as well or create a separate one.

  4. If you can’t manage normal user accounts (user accounts with just
    "Let this user access RT") in groups then I think you should be able
    to unless I’m misunderstand the work flow of this system because I
    don’t see any normal user accounts in the Members page of groups.

Thanks,

  • Jake

Hi Jake,

You’ll need to read up on the “Rights” system within RT.
When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc.
In order for users to be assigned rights, they need to be designated “privileged users” - that’s what it means.
By default, unprivileged users can’t do anything - that’s why they’re not shown and usually not used. In a normal RT installation, your “normal users” will be privileged.

I hope this helps
Christopher-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jake Conk
Sent: Thursday, 10 January 2008 11:53 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] A few beginner work flow questions and suggestions

Hello,

I read most of the manual administration documentation from the wiki
but even then still can’t figure out what I’m doing wrong or the
suggested work flow of using RT because things aren’t appearing and
showing up the way I’d expect it. I’m using version 3.6.5 and I broke
up my email into two parts, the questions and suggestions so if you
can answer anything please reply back :slight_smile:

Questions

  1. I created a normal user account but when I logged in with the user
    account to test it I couldn’t create a ticket because the account
    didn’t have permission’s to attach a ticket to the Queue but there
    aren’t no queues so I created a queue with my root account then logged
    back in with the test account and the queue didn’t show up on the
    ticket page?! What am I doing wrong here so that I could have normal
    users create tickets and have the queues show up in the queue section
    of creating a ticket?

  2. After creating a Custom Field and setting the “Applies to” to
    “Tickets” it still doesn’t show up when I log in as my test account
    under the new ticket page? I then went to Configuration → Global →
    Custom Fields → Tickets and moved this custom field to the “Selected
    Custom Fields” section and I still don’t see it on the new ticket page
    with my user account. Am I getting the wrong impression of what the
    custom types are for?

  3. When trying to add members to a group all I see are privileged user
    accounts that are created, I don’t see normal user accounts (account
    just created with “Let this user access RT” permission). Are groups
    only to manage privileged user accounts you can’t group together non
    privileged accounts?

Suggestions

  1. The default user name and password should be in the documentation.
    After trying out a few guesses off the top of my head I had to go to
    the database and poke around for the user name. Then I had to guess
    that the password was “password”. If that was in the README file with
    the rest of the instructions on getting you up and running that would
    be great.

  2. The drop down menu item “User Id” in the Configuration → Users
    page should say “User name” instead. It was misleading me to input the
    Id of the user from the Users database table.

  3. Why do only privileged users show up in Configuration → Users page
    by default? Most of the time normal user configuration and editing is
    what is being done and there is no way to see what unprivileged users
    exist. You have to do a search but the search assumes you know what
    you are looking for. The list should be expanded to show unprivileged
    users as well or create a separate one.

  4. If you can’t manage normal user accounts (user accounts with just
    “Let this user access RT”) in groups then I think you should be able
    to unless I’m misunderstand the work flow of this system because I
    don’t see any normal user accounts in the Members page of groups.

Thanks,

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

PS forgot to say that it’s often best to assign privileged users to a group and then assign the rights to those groups. You can have different groups representing different roles within the company.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Christopher Short
Sent: Thursday, 10 January 2008 12:27 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] A few beginner work flow questions and suggestions

Hi Jake,

You’ll need to read up on the “Rights” system within RT.
When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc.
In order for users to be assigned rights, they need to be designated “privileged users” - that’s what it means.
By default, unprivileged users can’t do anything - that’s why they’re not shown and usually not used. In a normal RT installation, your “normal users” will be privileged.

I hope this helps
Christopher

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jake Conk
Sent: Thursday, 10 January 2008 11:53 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] A few beginner work flow questions and suggestions

Hello,

I read most of the manual administration documentation from the wiki
but even then still can’t figure out what I’m doing wrong or the
suggested work flow of using RT because things aren’t appearing and
showing up the way I’d expect it. I’m using version 3.6.5 and I broke
up my email into two parts, the questions and suggestions so if you
can answer anything please reply back :slight_smile:

Questions

  1. I created a normal user account but when I logged in with the user
    account to test it I couldn’t create a ticket because the account
    didn’t have permission’s to attach a ticket to the Queue but there
    aren’t no queues so I created a queue with my root account then logged
    back in with the test account and the queue didn’t show up on the
    ticket page?! What am I doing wrong here so that I could have normal
    users create tickets and have the queues show up in the queue section
    of creating a ticket?

  2. After creating a Custom Field and setting the “Applies to” to
    “Tickets” it still doesn’t show up when I log in as my test account
    under the new ticket page? I then went to Configuration → Global →
    Custom Fields → Tickets and moved this custom field to the “Selected
    Custom Fields” section and I still don’t see it on the new ticket page
    with my user account. Am I getting the wrong impression of what the
    custom types are for?

  3. When trying to add members to a group all I see are privileged user
    accounts that are created, I don’t see normal user accounts (account
    just created with “Let this user access RT” permission). Are groups
    only to manage privileged user accounts you can’t group together non
    privileged accounts?

Suggestions

  1. The default user name and password should be in the documentation.
    After trying out a few guesses off the top of my head I had to go to
    the database and poke around for the user name. Then I had to guess
    that the password was “password”. If that was in the README file with
    the rest of the instructions on getting you up and running that would
    be great.

  2. The drop down menu item “User Id” in the Configuration → Users
    page should say “User name” instead. It was misleading me to input the
    Id of the user from the Users database table.

  3. Why do only privileged users show up in Configuration → Users page
    by default? Most of the time normal user configuration and editing is
    what is being done and there is no way to see what unprivileged users
    exist. You have to do a search but the search assumes you know what
    you are looking for. The list should be expanded to show unprivileged
    users as well or create a separate one.

  4. If you can’t manage normal user accounts (user accounts with just
    “Let this user access RT”) in groups then I think you should be able
    to unless I’m misunderstand the work flow of this system because I
    don’t see any normal user accounts in the Members page of groups.

Thanks,

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Chirs,

Thanks for your brief explanation. Can you please tell me what’s the
point of non-privileged users then? What’s the point of having them
since they can’t do anything but log in? I thought they should be able
to just simply able to create and reply to their own tickets.

Thanks,

Hi Jake,

You’ll need to read up on the “Rights” system within RT.
When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc.
In order for users to be assigned rights, they need to be designated “privileged users” - that’s what it means.
By default, unprivileged users can’t do anything - that’s why they’re not shown and usually not used. In a normal RT installation, your “normal users” will be privileged.

I hope this helps
Christopher

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jake Conk
Sent: Thursday, 10 January 2008 11:53 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] A few beginner work flow questions and suggestions

Hello,

I read most of the manual administration documentation from the wiki
but even then still can’t figure out what I’m doing wrong or the
suggested work flow of using RT because things aren’t appearing and
showing up the way I’d expect it. I’m using version 3.6.5 and I broke
up my email into two parts, the questions and suggestions so if you
can answer anything please reply back :slight_smile:

Questions

  1. I created a normal user account but when I logged in with the user
    account to test it I couldn’t create a ticket because the account
    didn’t have permission’s to attach a ticket to the Queue but there
    aren’t no queues so I created a queue with my root account then logged
    back in with the test account and the queue didn’t show up on the
    ticket page?! What am I doing wrong here so that I could have normal
    users create tickets and have the queues show up in the queue section
    of creating a ticket?

  2. After creating a Custom Field and setting the “Applies to” to
    “Tickets” it still doesn’t show up when I log in as my test account
    under the new ticket page? I then went to Configuration → Global →
    Custom Fields → Tickets and moved this custom field to the “Selected
    Custom Fields” section and I still don’t see it on the new ticket page
    with my user account. Am I getting the wrong impression of what the
    custom types are for?

  3. When trying to add members to a group all I see are privileged user
    accounts that are created, I don’t see normal user accounts (account
    just created with “Let this user access RT” permission). Are groups
    only to manage privileged user accounts you can’t group together non
    privileged accounts?

Suggestions

  1. The default user name and password should be in the documentation.
    After trying out a few guesses off the top of my head I had to go to
    the database and poke around for the user name. Then I had to guess
    that the password was “password”. If that was in the README file with
    the rest of the instructions on getting you up and running that would
    be great.

  2. The drop down menu item “User Id” in the Configuration → Users
    page should say “User name” instead. It was misleading me to input the
    Id of the user from the Users database table.

  3. Why do only privileged users show up in Configuration → Users page
    by default? Most of the time normal user configuration and editing is
    what is being done and there is no way to see what unprivileged users
    exist. You have to do a search but the search assumes you know what
    you are looking for. The list should be expanded to show unprivileged
    users as well or create a separate one.

  4. If you can’t manage normal user accounts (user accounts with just
    “Let this user access RT”) in groups then I think you should be able
    to unless I’m misunderstand the work flow of this system because I
    don’t see any normal user accounts in the Members page of groups.

Thanks,

  • Jake

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Jake, apart from individual privileged users and groups (of priv users), it’s possible to assign Rights to some general “system” groups of users - All Privileged Users, All Non Privileged Users and Everyone.

“Everyone” is for sites like Facebook and Flickr who allow anyone in the world to send emails to their support address (RT) - the RT admins don’t need to know who people are.
I found assigning Rights to the “Non Privileged Users” weird at first but to me it seems like a kind of hack where you can say we don’t want to allow the whole world to access us, but we’ll give you a whole heap of users who can log in, but no-one will ever be able to accidentally give them any more abilities than whatever they have now.

Navigating to the Rights stuff can be a bit confusing, the first person who was setting up our RT installation got it all confused.

You can set rights on
Groups = who can see/modify/use specific groups (confusingly which groups can modify them too)
Queues = who can see/modify/use specific queues (and tickets)
Custom Fields = who can see/modify/use specific custom fields
Global = setting rights over all Queues and all Groups.

With your user and custom field problems, have you ensured that the appropriate user or group you are using has permission to see/modify tickets in that queue AND see/modify that custom field?

I’m finding your writing a little hard to understand but I hope I’m answering some of your concerns anyway :slight_smile:

regards,
ChristopherFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jake Conk
Sent: Thursday, 10 January 2008 1:21 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] A few beginner work flow questions and suggestions

Chirs,

Thanks for your brief explanation. Can you please tell me what’s the
point of non-privileged users then? What’s the point of having them
since they can’t do anything but log in? I thought they should be able
to just simply able to create and reply to their own tickets.

Thanks,

  • Jake

Chris,

Thanks for trying to help. I’m sorry if you find my writing a little
hard to understand because I was trying to be as detailed as possible
but I’ll try to make this next question simpler.

Basically all I need from the system is the ability to create user
accounts who can submit tickets and get notified when I (the admin)
replies back or closes the ticket. The unprivileged user page is
almost perfect and not since I figured out how to show that users its
queues its all coming together however after that user creates a
ticket its not shown on his home page. I see it on my home page but
the user who created it doesn’t see it?

What permissions do I need to give the unprivleged user to be able to
see his own tickets that he created along with any replies? I do not
want other users to be able to see each others tickets, only the
admins (super users) can do that.

If you can answer that, that will be great OR if the above can be done
with a privileged user then that would be great also but I don’t want
the privileged user to see the query builder or any of the
configurations options, they’re only purpose is to submit tickets.

Thanks,

Hi Jake, apart from individual privileged users and groups (of priv users), it’s possible to assign Rights to some general “system” groups of users - All Privileged Users, All Non Privileged Users and Everyone.

“Everyone” is for sites like Facebook and Flickr who allow anyone in the world to send emails to their support address (RT) - the RT admins don’t need to know who people are.
I found assigning Rights to the “Non Privileged Users” weird at first but to me it seems like a kind of hack where you can say we don’t want to allow the whole world to access us, but we’ll give you a whole heap of users who can log in, but no-one will ever be able to accidentally give them any more abilities than whatever they have now.

Navigating to the Rights stuff can be a bit confusing, the first person who was setting up our RT installation got it all confused.

You can set rights on
Groups = who can see/modify/use specific groups (confusingly which groups can modify them too)
Queues = who can see/modify/use specific queues (and tickets)
Custom Fields = who can see/modify/use specific custom fields
Global = setting rights over all Queues and all Groups.

With your user and custom field problems, have you ensured that the appropriate user or group you are using has permission to see/modify tickets in that queue AND see/modify that custom field?

I’m finding your writing a little hard to understand but I hope I’m answering some of your concerns anyway :slight_smile:

regards,
Christopher

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jake Conk
Sent: Thursday, 10 January 2008 1:21 PM
To: rt-users@lists.bestpractical.com

Subject: Re: [rt-users] A few beginner work flow questions and suggestions

Chirs,

Thanks for your brief explanation. Can you please tell me what’s the
point of non-privileged users then? What’s the point of having them
since they can’t do anything but log in? I thought they should be able
to just simply able to create and reply to their own tickets.

Thanks,

  • Jake

On Jan 9, 2008 5:26 PM, Christopher Short cshort@n6.com.au wrote:

Hi Jake,

You’ll need to read up on the “Rights” system within RT.
When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc.
In order for users to be assigned rights, they need to be designated “privileged users” - that’s what it means.
By default, unprivileged users can’t do anything - that’s why they’re not shown and usually not used. In a normal RT installation, your “normal users” will be privileged.

I hope this helps
Christopher

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jake Conk
Sent: Thursday, 10 January 2008 11:53 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] A few beginner work flow questions and suggestions

Hello,

I read most of the manual administration documentation from the wiki
but even then still can’t figure out what I’m doing wrong or the
suggested work flow of using RT because things aren’t appearing and
showing up the way I’d expect it. I’m using version 3.6.5 and I broke
up my email into two parts, the questions and suggestions so if you
can answer anything please reply back :slight_smile:

Questions

  1. I created a normal user account but when I logged in with the user
    account to test it I couldn’t create a ticket because the account
    didn’t have permission’s to attach a ticket to the Queue but there
    aren’t no queues so I created a queue with my root account then logged
    back in with the test account and the queue didn’t show up on the
    ticket page?! What am I doing wrong here so that I could have normal
    users create tickets and have the queues show up in the queue section
    of creating a ticket?

  2. After creating a Custom Field and setting the “Applies to” to
    “Tickets” it still doesn’t show up when I log in as my test account
    under the new ticket page? I then went to Configuration → Global →
    Custom Fields → Tickets and moved this custom field to the “Selected
    Custom Fields” section and I still don’t see it on the new ticket page
    with my user account. Am I getting the wrong impression of what the
    custom types are for?

  3. When trying to add members to a group all I see are privileged user
    accounts that are created, I don’t see normal user accounts (account
    just created with “Let this user access RT” permission). Are groups
    only to manage privileged user accounts you can’t group together non
    privileged accounts?

Suggestions

  1. The default user name and password should be in the documentation.
    After trying out a few guesses off the top of my head I had to go to
    the database and poke around for the user name. Then I had to guess
    that the password was “password”. If that was in the README file with
    the rest of the instructions on getting you up and running that would
    be great.

  2. The drop down menu item “User Id” in the Configuration → Users
    page should say “User name” instead. It was misleading me to input the
    Id of the user from the Users database table.

  3. Why do only privileged users show up in Configuration → Users page
    by default? Most of the time normal user configuration and editing is
    what is being done and there is no way to see what unprivileged users
    exist. You have to do a search but the search assumes you know what
    you are looking for. The list should be expanded to show unprivileged
    users as well or create a separate one.

  4. If you can’t manage normal user accounts (user accounts with just
    “Let this user access RT”) in groups then I think you should be able
    to unless I’m misunderstand the work flow of this system because I
    don’t see any normal user accounts in the Members page of groups.

Thanks,

  • Jake

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

What permissions do I need to give the unprivleged user to be able to
see his own tickets that he created along with any replies? I do not
want other users to be able to see each others tickets, only the
admins (super users) can do that.

There are a bunch of special groups (“Roles”) which are evaluated on a
ticket-by-ticket basis. “Requestor” is one of those. Assign the
appropriate rights to that role group.

Cheers,
jan

PS. If you have a few spare quid, the essentials book is worhtwhile
picking up.

jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 jan's very old home page
Hang on, wasn’t he holding a wooden parrot? No! It was a porcelain owl.

Thanks Jan for your help. After messing around with this system for a
few days and not being able to figure it out I don’t think its right
for me. This is way too overly complex just for a ticket management
system in my opinion and I’m moving to something more simple. I found
something called OTRS and everything seems to work in it the way I
would expect so I think I’m going to use that.

Thanks anyways, its much appreciated :slight_smile:

On Wed, 9 Jan 2008, Jake Conk wrote:

What permissions do I need to give the unprivleged user to be able to
see his own tickets that he created along with any replies? I do not
want other users to be able to see each others tickets, only the
admins (super users) can do that.

There are a bunch of special groups (“Roles”) which are evaluated on a
ticket-by-ticket basis. “Requestor” is one of those. Assign the
appropriate rights to that role group.

Cheers,
jan

PS. If you have a few spare quid, the essentials book is worhtwhile
picking up.


jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 jan's very old home page
Hang on, wasn’t he holding a wooden parrot? No! It was a porcelain owl.