Best way to configure "non-technical Manager" in RT 4 who needs to check RT (but not create) saved searches?

RT Users
1

Hello,

I am running RT 4.0.8 on CentOS 6. We would like non-technical managers to be able to see current search results/reports for our organization from RT. We want to avoid the Manager from using/seeing the “RT at a Glance” page (resulting in head explosions) but still be able to see query/search through, for example, URL links (in an email or on a website) running as “http://my.company.com/Search/Results.html?Format= …”.

All our non-technical users are unprivileged and interact through the /SelfService interface. We would like to keep the Manager unprivileged and have them use only the /SelfService interface. However, it appears (?) that only privileged users can run searches on the system. So ideally, we would like this user to have both a default /Selfserve interface as well as the permission to execute searches.

Basically, I am wondering how I could create a user, or group of users who have

In other words, forcing privileged users to have a SelfService home page, while still granting the privilege to run searches through hyperlinks or their browser URL Bar. Or is this better managed through Dashboards?

I see older version of RT (v 3) that have extensions like

AutoRedirectToSelfService
BasicVsAdvancedInterface

that seem to either force users to SelfServe or give them a choice but I’m not sure how well or if they will work on RT4.

Of course one simple solution is to bookmark their browsers with “http://my.company.com//SelfService” but something a little more fool-proof would be preferred.

Thanks in advance.

                             Regards,

                             Duncan.
2

In other words, forcing privileged users to have a SelfService home page, while still granting the privilege to run searches through hyperlinks or their browser URL Bar. Or is this better managed through Dashboards?

I see older version of RT (v 3) that have extensions like

AutoRedirectToSelfService
BasicVsAdvancedInterface

The first of these just seems like a poor implementation of the
Unprivileged flag check. The latter lets users “prefer” selfservice,
but if it was written against 3.6, I doubt it would work.

that seem to either force users to SelfServe or give them a choice but I’m not sure how well or if they will work on RT4.

I would test modifying the SelfService restrictions to allow access to
dashboards

http://bestpractical.com/docs/rt/latest/RT_Config.html#SelfServiceRegex

You’re likely to need other relaxations to allow charting results
through.

Or, just email the dashboards to your managers with a subscription.

-kevin