Customer Management

We started using RT and really love it for our local IT support. We would like to extend it to our external users; however one feature we can’t seem to find is the ability to assign user administration rights to specific users (without giving out the root password). We have RT setup to automatically create new users from email, which is nice, but all that’s in there is the users email address. When our support engineers receive a call or email from a customer, they would like to add a customer or update the customer’s Name, Organization, Address, Phone, etc. We don’t really want them to modify passwords, rights, or anything else in the system. Is there an extension, configuration, or user rights assignment to do this?

v/r,

Matt

Richards, Matthew E ERDC-RDE-CERL-IL wrote:

We started using RT and really love it for our local IT support. We
would like to extend it to our external users; however one feature we
can’t seem to find is the ability to assign user administration rights
to specific users (without giving out the root password). We have RT
setup to automatically create new users from email, which is nice, but
all that’s in there is the users email address. When our support
engineers receive a call or email from a customer, they would like to
add a customer or update the customer’s Name, Organization, Address,
Phone, etc. We don’t really want them to modify passwords, rights, or
anything else in the system. Is there an extension, configuration, or
user rights assignment to do this?

We/I run a setup where we create external groups like App_external and
place users from other organisations in these groups. Then add rights to
these groups such that they only can see the queue(s) that they are
entitled to. Further we create App_Staff and App_Admin groups which
have more rights and consists of internal users only.
Always create a group even if it only contains one member (for now).

Regards,

Joop

When our support engineers receive a call or email from a customer,
they would like to add a customer or update the customer’s Name, Organization, Address, Phone,
etc. We don’t really want them to modify passwords, rights, or anything else in the system.
Is there an extension, configuration, or user rights assignment to do this?

You can give them AdminUsers, but that does let them change passwords
for your users. It won’t let them change other things (but it would
trivially let them change root’s password and then log in as root).

Is this customer information stored in an external system you could be
syncing to RT? That’s how much users deal with this.

Alternately I’ve seen elaborate systems for recording data on the
tickets in custom fields and then having them synced back to users.

-kevin