Can users be prevented from editing 'RT at a glance'?

Hello List,

I did my homework, found nothing, and sent the same query few days ago -
will try once again.

Is it possible to prevent users from editing or customizing ‘RT at a glance’
?

That’s my original question - assuming it can’t be done, which script can I
edit directly just to remove the “edit” button? The one next to “10 highest
priority tickets I own”.

And lastly, which script or database record is the information on default
fields to display under “10 highest priority tickets I own” stored on? I’d
like to try editing those directly - just need to be pointed to the right
place.

Any help appreciated.

TIA,
Chad

Hello List,

I did my homework, found nothing, and sent the same query few days ago -
will try once again.

Is it possible to prevent users from editing or customizing ‘RT at a
glance’ ?

That’s my original question - assuming it can’t be done, which script
can I edit directly just to remove the “edit” button? The one next to
“10 highest priority tickets I own”.

This is the “modify self” right, which can be applied on a per group or
per user basis in the global rights sections respectively. Remove this
right, and users won’t be able to update RT-at-a-Glance, and probably
some other items related.

And lastly, which script or database record is the information on
default fields to display under “10 highest priority tickets I own”
stored on? I’d like to try editing those directly - just need to be
pointed to the right place.

These displays are simply searches that are displayed in the
at-a-glance. Click the edit next to the “10 highest…” title. You can
edit that search to change what fields are displayed, how they are are
ordered, etc." The number 10 simply reflects the at a glance config
for how many fields to display, and each user can modify that. Not
something you need, or want, to modify behind the scenes.

I’m sure there’s a way to globally change that number from 10, but have
not done it myself. This simply applies to how many search results are
display on the at a glance, the search itself has a different limit,
that is again customizable in the search. chris

Chad,

Not that I know of. I think the design concept was based on the "usual" 

situation of a user cannot do anything on the WebUI unless they are
privileged, and if they are privileged, why keep them from customizing
their own home page? What is it you do not want them to see? Maybe there
is another way.

Kenn
LBNLOn 4/23/2008 9:00 AM, Chad Adlawan wrote:

Hello List,

I did my homework, found nothing, and sent the same query few days ago -
will try once again.

Is it possible to prevent users from editing or customizing ‘RT at a
glance’ ?

That’s my original question - assuming it can’t be done, which script
can I edit directly just to remove the “edit” button? The one next to
“10 highest priority tickets I own”.

And lastly, which script or database record is the information on
default fields to display under “10 highest priority tickets I own”
stored on? I’d like to try editing those directly - just need to be
pointed to the right place.

Any help appreciated.

TIA,
Chad



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Hello Chris,On Thu, Apr 24, 2008 at 12:23 AM, Chris Fabri fabric@northwestern.edu wrote:

This is the “modify self” right, which can be applied on a per group or
per user basis in the global rights sections respectively. Remove this
right, and users won’t be able to update RT-at-a-Glance, and probably
some other items related.

The user I was trying things out with have “No rights granted” in all
Global Group Rights and Global User Rights. My RT installation is an almost
fresh install that contains no modifications of any kind except 1 thing: i
gave the system group “Everyone” the right to Comment, Create and Reply to
Tickets, and also SeeQueue for the queue “General”.

In short, what I observed is that being able to edit RT-at-a-glance is
something that comes default to all users even if they have zero rights
granted in almost all areas except queue specific rights.

I’m sending another email in this thread to explain better why I need to
restrict my users this right - hopefully that will make my dilemma much
clearer to you.

Thanks you very much for your reply.

Thanks!
Chad

Hello Kenneth,On Thu, Apr 24, 2008 at 3:08 AM, Kenneth Crocker KFCrocker@lbl.gov wrote:

   Not that I know of. I think the design concept was based on the

“usual” situation of a user cannot do anything on the WebUI unless they are
privileged, and if they are privileged, why keep them from customizing their
own home page? What is it you do not want them to see? Maybe there is
another way.

I sent another email in this thread a few minutes ago - I wrote there my
observation that even if a user is not granted any global group or user
rights, being able to edit RT-at-a-glance seems to be a default right that
can not be disabled without hacking RT.

So my need may be understood better - the reason I want to prevent my users
from modifying RT-at-a-glance is this:

If you have a lot of tickets under “tickets you own” - it would be very to
identify with one glance which among all the tickets you own was recently
updated by the requestor, meaning there’s new data available on that ticket
that you might have not read yet. I know sending out an email to ticket
owner when a ticket is updated by requestor is a possible solution, but I
wanted to do everything inside RT - so this is not an option for me.

I am actually not the only one needing this kind of functionality, as I have
noticed the same thing was also asked for in the RT-Wishlist here:
http://wiki.bestpractical.com/view/WishList

The request reads: “It would also be nice to highlight tickets that you own
but were not the last person to make contact with it. It’s an easy patch but
would be nice to see it main stream.”

The easiest solution I found to this specific need is editing the “tickets
you own” part and then adding a column called “LastUpdatedBy” - so a quick
glance to the “tickets you own” will already tell you which are the tickets
where it was not you who last made contact but the customer.

I have also found that making the modified RT-at-a-glance with the
“LastUpdatedBy” column as the default for all users can be done by following
the instructions here:
http://wiki.bestpractical.com/view/ChangeDefaultRTAtAGlance

The very last thing that I just need to do now and which I cant seem to
solve, is how to prevent my users from modifying RT-at-a-glance, so they
will only use the default (I also dont want to deal with complaints like
"hey, how come the columns in my RT-at-a-glance is different from my
neighbor?).

Much thanks!
Chad

Chad,

Your "Easiest" solution is what I was going to recommend. The rub here 

is, you cannot modify the default query to include the “Last Updated By”
column without affecting everyone. To do that, you would have to hack
that logic to first recognise the user calling the query and then see if
he is on some new list that defines the one’s that want the extra
column. VERY MESSY! So… unless your users are willing to put up with
a modified version of the default query, there is no easy solution.
Tough situation. Sorry I couldn’t help more.

Kenn
LBNLOn 4/23/2008 11:17 PM, Chad Adlawan wrote:

Hello Kenneth,

On Thu, Apr 24, 2008 at 3:08 AM, Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov> wrote:

       Not that I know of. I think the design concept was based on
the "usual" situation of a user cannot do anything on the WebUI
unless they are privileged, and if they are privileged, why keep
them from customizing their own home page? What is it you do not
want them to see? Maybe there is another way.

I sent another email in this thread a few minutes ago - I wrote there my
observation that even if a user is not granted any global group or user
rights, being able to edit RT-at-a-glance seems to be a default right
that can not be disabled without hacking RT.

So my need may be understood better - the reason I want to prevent my
users from modifying RT-at-a-glance is this:

If you have a lot of tickets under “tickets you own” - it would be very
to identify with one glance which among all the tickets you own was
recently updated by the requestor, meaning there’s new data available on
that ticket that you might have not read yet. I know sending out an
email to ticket owner when a ticket is updated by requestor is a
possible solution, but I wanted to do everything inside RT - so this is
not an option for me.

I am actually not the only one needing this kind of functionality, as I
have noticed the same thing was also asked for in the RT-Wishlist here:
WishList - Request Tracker Wiki

The request reads: “It would also be nice to highlight tickets that you
own but were not the last person to make contact with it. It’s an easy
patch but would be nice to see it main stream.”

The easiest solution I found to this specific need is editing the
“tickets you own” part and then adding a column called “LastUpdatedBy” -
so a quick glance to the “tickets you own” will already tell you which
are the tickets where it was not you who last made contact but the customer.

I have also found that making the modified RT-at-a-glance with the
“LastUpdatedBy” column as the default for all users can be done by
following the instructions here:
ChangeDefaultRTAtAGlance - Request Tracker Wiki

The very last thing that I just need to do now and which I cant seem to
solve, is how to prevent my users from modifying RT-at-a-glance, so they
will only use the default (I also dont want to deal with complaints like
"hey, how come the columns in my RT-at-a-glance is different from my
neighbor?).

Much thanks!
Chad



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

Hello Chris,

This is the "modify self" right, which can be applied on a per group or
per user basis in the global rights sections respectively.  Remove this
right, and users won't be able to update RT-at-a-Glance, and probably
some other items related.

The user I was trying things out with have “/No rights granted/” in all
Global Group Rights and Global User Rights. My RT installation is an
almost fresh install that contains no modifications of any kind except 1
thing: i gave the system group “Everyone” the right to Comment, Create
and Reply to Tickets, and also SeeQueue for the queue “General”.

In short, what I observed is that being able to edit RT-at-a-glance is
something that comes default to all users even if they have zero rights
granted in almost all areas except queue specific rights.

I would try creating a group, adding these users to that group, and then
setting up the rights there. I have been able to eliminate the ability
to modify at-a-glance by removing the “modify” self" right from the
global group permissions. Perhaps since you have to explicitly remove
that right to override a default. chris