Best resources for understanging permissions for users, groups and queues

Hi All-

Im needing to be more granular and careful about permissions (with 20 or
so queues) compared to before it was just 2 or 3.

Im more than happy to RTFM, but I goggled around a bit and checked the
wiki, but don’t feel I ever found a ‘definitive guide to RT permissions’
(sorry if I missed it)

Can someone point me to a guide for permissions?

Specifically, I want to achieve:

  1. Several queues (2 per client, 10 clients lets say) That is done.

  2. groups of users (staff) that have access to the appropriate queues
    (customers that they do work for) to do normal ticket work (create,
    edit, update, resolve etc) So far, I picture one group per client, and
    then give rights on clients queues to the client group

That is the basics of what I need to do…

I’d love to figure out a way to give the mgmt of our clients a way to
login and see all the tix that their end users have created in our
system… but that can be a battle for another day.

TIA.

duncan

Duncan,

 I have had the same problem here. We have over 30 queues and I am 

currently developing an administration guide for Queue administraors to
show the various methods of setting up roles/groups/users rights so
users get replies, watchers see e_mail, and workers can take, modify,
comment, close, etc. while at the same time not letting certain users or
workers interfere with what’s going on in Queues they don’t work with
and to eliminate the redundancy that comes with the RT flexibility. I’m
almost done with it, and that includes adminstrating custom field ticket
rights per queue as well as scrips. If anyone is really interested, I’d
be glad to send a copy. For our administrators, we require they read our
USER Guide first. We also are developing a SYSTEM Administrator guide as
well (including panel/page example displays, etc.).

Kenn

Duncan Shannon wrote:

Ken Crocker wrote:

I’d be glad to send a copy [of the ADMIN guide]. For our
administrators, we require they read our USER Guide first. We also are
developing a SYSTEM Administrator guide as well (including panel/page
example displays, etc.).

Sounds great. If possible, you should create links to those guides on
the RT WIKI (http://wiki.bestpractical.com/).

-Kevin Murphy

rights per queue as well as scrips. If anyone is really interested,
I’d
be glad to send a copy. For our administrators, we require they read
our
USER Guide first. We also are developing a SYSTEM Administrator guide
as
well (including panel/page example displays, etc.).

Oh! Oh! I’d love to read thru it for you, perhaps I can even offer some
help with it.

Thanks much

duncan

Shameless plug:

Once you understand RT’s permissions you might find them
easier to view and administer with RTx::RightsMatrix, which
can be found on CPAN.

-ToddOn Thu, Dec 15, 2005 at 10:30:05AM -0600, Duncan Shannon wrote:

Hi All-

Im needing to be more granular and careful about permissions (with 20 or
so queues) compared to before it was just 2 or 3.

Im more than happy to RTFM, but I goggled around a bit and checked the
wiki, but don’t feel I ever found a ‘definitive guide to RT permissions’
(sorry if I missed it)

Can someone point me to a guide for permissions?

Specifically, I want to achieve:

  1. Several queues (2 per client, 10 clients lets say) That is done.

  2. groups of users (staff) that have access to the appropriate queues
    (customers that they do work for) to do normal ticket work (create,
    edit, update, resolve etc) So far, I picture one group per client, and
    then give rights on clients queues to the client group

That is the basics of what I need to do…

I’d love to figure out a way to give the mgmt of our clients a way to
login and see all the tix that their end users have created in our
system… but that can be a battle for another day.

TIA.

duncan