Bulk update shows active users and everyone who's emailed into RT

RT Users
1

Hey guys,

I’m wondering if there is a way to limit the number of users who show up
when bulk-updating tickets to only the RT defined users, instead of now
where it shows not only those users, but also everyone who has emailed
in. I know this is used to allow people access to email RT but perhaps
it could store the emails in a transparent database which doesn’t show
anywhere but the the sql tables?

Anyone know if this can be done?

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

2

I’m wondering if there is a way to limit the number of users who show up when bulk-updating
tickets to only the RT defined users, instead of now where it shows not only those users, but
also everyone who has emailed in. I know this is used to allow people access to email RT but
perhaps it could store the emails in a transparent database which doesn’t show anywhere but
the the sql tables?

You don’t say where the users show up, but you’ve most likely granted
OwnTicket too widely (such as to Everyone or Unprivileged)

-kevin

3

That was obscenely generic wasn’t it… Sorry.

Under Bulk Update, the option of “Make Owner:” shows all of the RT
created users along with all of the email correspondence users, however
under Global group rights for RT I see ‘Everyone:’ having ‘No rights
granted’.

Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5On 10-12-02 09:59 AM, Kevin Falcone wrote:

On Thu, Dec 02, 2010 at 09:05:31AM -0500, Kris Germann wrote:

I'm wondering if there is a way to limit the number of users who show up when bulk-updating
tickets to only the RT defined users, instead of now where it shows not only those users, but
also everyone who has emailed in. I know this is used to allow people access to email RT but
perhaps it could store the emails in a transparent database which doesn't show anywhere but
the the sql tables?

You don’t say where the users show up, but you’ve most likely granted
OwnTicket too widely (such as to Everyone or Unprivileged)

-kevin

4

That was obscenely generic wasn’t it… Sorry.

Under Bulk Update, the option of “Make Owner:” shows all of the RT created users along with
all of the email correspondence users, however under Global group rights for RT I see
‘Everyone:’ having ‘No rights granted’.

It doesn’t have to be done globally, it could be that a disabled queue
has Everyone given OwnTicket, and RT has to make some assumptions in
bulk update since you can be updating tickets across queues.

If you can’t find it by poking through your queue and global rights,
you may need to go select * from ACL where RightName = ‘OwnTicket’ and
work out where it comes from

-kevin> On Thu, Dec 02, 2010 at 09:05:31AM -0500, Kris Germann wrote:

I'm wondering if there is a way to limit the number of users who show up when bulk-updating
tickets to only the RT defined users, instead of now where it shows not only those users, but
also everyone who has emailed in. I know this is used to allow people access to email RT but
perhaps it could store the emails in a transparent database which doesn't show anywhere but
the the sql tables?

You don’t say where the users show up, but you’ve most likely granted
OwnTicket too widely (such as to Everyone or Unprivileged)

-kevin