General permissions question

I have three classes of users, I’m wondering if my privileges/groups setup is what RT intends.

Class 1: Administrators. These three people can do anything.
Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total.
Class 3: People who create tickets via email and don’t need to do anything but reply via email.

Right now I’m thinking class 1 and class 2 should be “privileged” users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the “Super User” privilege.

Class 3 won’t be users which are seen via Configuration->Users. I still haven’t figured out if they count as “Everybody” or “Unprivileged.” I’d like them to be able to view any ticket (although I suspect they will rarely use such a power) so I’m giving them ShowTicket and ShowComment and a few other minor privileges.

Does that sound about right?

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

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I have three classes of users, I’m wondering if my privileges/groups setup is
what RT intends.

Class 1: Administrators. These three people can do anything.

Class 2: People who log into RT and own and resolve tickets. Each is only going
to be working with 1-3 queues out of 10-15 queues total.

Class 3: People who create tickets via email and don’t need to do anything but
reply via email.

Right now I’m thinking class 1 and class 2 should be “privileged” users, and by
AdminCCs on the particular queues they are interested in. In addition, the
three superusers will have, as a User Right, the “Super User” privilege.

That sounds right, though I might put your superusers in a "SuperUser"
group.

Class 3 won’t be users which are seen via Configuration->Users. I still haven’t
figured out if they count as “Everybody” or “Unprivileged.” I’d like them to be
able to view any ticket (although I suspect they will rarely use such a power)
so I’m giving them ShowTicket and ShowComment and a few other minor privileges.

They count as both everybody and unprivileged. I’d strongly recommend
giving your unprivileged users the right to showticket and showcomment
on all tickets unless this will ALWAYS be a private-internal RT.

Class 3 won’t be users which are seen via Configuration->Users. I still haven’t
figured out if they count as “Everybody” or “Unprivileged.” I’d like them to be
able to view any ticket (although I suspect they will rarely use such a power)
so I’m giving them ShowTicket and ShowComment and a few other minor privileges.

They count as both everybody and unprivileged. I’d strongly recommend
giving your unprivileged users the right to showticket and showcomment
on all tickets unless this will ALWAYS be a private-internal RT.

Er. That’s what I get for replying to email before coffee. I
strongly recommend AGAINST giving your unprivileged users
showticket/showcomment.

-Jesse

Josh,

We never grant rights to individual users, too much maintenance. I agree
with Jesse (DUH!) to create a SuperUSer Group like “System Admins”, then
another called “Technical Support”. I’d set rights as follows:

Global System Rights:

  • Privileged:
  • CreateOwnDashboard
    • CreateSavedSearch
    • DeleteOwnDashboard
    • EditSavedSearch
    • ForwardMessage
    • LoadSavedSearch
    • ModifyOwnDashboard
    • ModifySelf
    • SeeOwnDashboard
      • SeeQueue (you might want this only at a “Queue” level)
    • ShowSavedSearch
      • ShowTicket (you might want this only for “Roles” and the
        "support" group
        )
    • SubscribeDashboard
    • Watch

This set will allow all users rights to their own Searches, Searches saved
for groups they are in & Dashboards set up subscriptions for any Dashboard
they have access to & modify themselves & add watchers to tickets they are
watchers on (basically, add Cc’s)

  • Everyone:
    • ReplyToTicket
    • CreateTicket

This allows anyone to create a ticket and reply to email if sent to them
from RT. If you have some form of externalAuth going on, that will keep the
spam out.

  • Roles:
    • Owner;
      • ModifyTicket (a no brainer)
        • SeeQueue & ShowTicket Comments, etc if not by group
      • AdminCc (we use AdminCc like a "Queue Manager);
    • AdminUsers (Sys Admin only?)
      • AdminCustomFields (Sys Admin only?)
      • AssignCustomFields (*we don’t want just anyone messing with these
        *)
      • ModifyACL (you may want to keep this at the “Queue” level or not
        at all and just let “SuperUsers” do it
        )
      • ModifyOwnMembership
      • ModifyQueueWatchers (you may want to keep this at the "Queue"
        level or not at all and just let “SuperUsers” do it
        )
      • ModifyScrips (you may want to keep this at the “Queue” level or
        not at all and just let “SuperUsers” do it
        )
      • ModifyTemplate (you may want to keep this at the “Queue” level
        or not at all and just let “SuperUsers” do it
        )
      • ShowACL (you may want to keep this at the “Queue” level or not
        at all and just for “SuperUsers”
        )
      • SeeCustomFields (ditto)
      • SeeGroup
        • SeeQueue & ShowTicket Comments, etc if not by group (*SuperUser
          *)
      • ShowConfigTab (Sys Admin only?)
      • ShowScrips (Sys Admin only?)
      • ShowTemplate (Sys Admin only?)
      • StealTicket (you may want to keep this at the “Queue” level or
        let Support group do it
        )
      • WatchAsAdminCc
      • You might want to put some of these rights at the Queue level
      • Cc;
      • SeeQueue (if not given to “Privileged”)
      • ShowTicket (if not given to “Privileged”)
    • Requestor
      • SeeQueue (if not given to “Privileged” or Support Group)

      • ShowTicket (if not given to “Privileged” or Support Group)

             Since your "Users" that create tickets will only use
        

email, these two rights above would allow them to see ONLY their tickets if
they were to ever sign into the WebUI.

  • User-Defined Groups:
    • SystemAdmin;
      • SuperUser
    • Technical-Support (you may want to keep some of these rights for
      this group at the “Queue” level)
    • CommentOnTicket
      • DeleteTicket
      • ModifyCustomField (may want this at the “Queue” level)
      • ModifyTicket (ONLY if you want members of the group to be able
        to modify someone else’s ticket
        - Owners already have this right)
      • OwnTicket
      • SeeCustomField
      • ShowOutgoingEmail
      • ShowTicket
      • ShowTicketComments
      • StealTicket (you may want to keep this at the “Queue” level)
      • TakeTicket

Well, anyway, I’m sure you can get the gist of this. Hope this helps.

Kenn
LBNLOn Fri, Oct 22, 2010 at 6:34 AM, Josh Narins jnarins@seniorbridge.comwrote:

I have three classes of users, I’m wondering if my privileges/groups
setup is what RT intends.

Class 1: Administrators. These three people can do anything.

Class 2: People who log into RT and own and resolve tickets. Each is only
going to be working with 1-3 queues out of 10-15 queues total.

Class 3: People who create tickets via email and don’t need to do anything
but reply via email.

Right now I’m thinking class 1 and class 2 should be “privileged” users,
and by AdminCCs on the particular queues they are interested in. In
addition, the three superusers will have, as a User Right, the "Super User"
privilege.

Class 3 won’t be users which are seen via Configuration->Users. I still
haven’t figured out if they count as “Everybody” or “Unprivileged.” I’d like
them to be able to view any ticket (although I suspect they will rarely use
such a power) so I’m giving them ShowTicket and ShowComment and a few other
minor privileges.

Does that sound about right?

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

[image: SeniorBridge]


SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for the exclusive use of the addressee(s) and may
contain confidential or privileged information. Any dissemination,
distribution or copying of this email by an unintended or mistaken recipient
is strictly prohibited. In said event, kindly reply to the sender and
destroy all entries of this message and any attachments from your system.
Thank you.

Ken, thanks for your time.

While the below looks really good both in the sense that it appears to be consistent and in the sense you’ve laid it all out for me, could I get someone else’s opinion on it?

Ruslan or Jesse perhaps?

If it all looks good, then maybe (it could get posted|I could post it) to the wiki as an example?

Thanks,
Josh

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Friday, October 22, 2010 12:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] General permissions question

Josh,

We never grant rights to individual users, too much maintenance. I agree with Jesse (DUH!) to create a SuperUSer Group like “System Admins”, then another called “Technical Support”. I’d set rights as follows:

Global System Rights:

  • Privileged:

  • CreateOwnDashboard

  • CreateSavedSearch

  • DeleteOwnDashboard

  • EditSavedSearch

  • ForwardMessage

  • LoadSavedSearch

  • ModifyOwnDashboard

  • ModifySelf

  • SeeOwnDashboard

    • SeeQueue (you might want this only at a “Queue” level)
  • ShowSavedSearch

    • ShowTicket (you might want this only for “Roles” and the “support” group)
  • SubscribeDashboard

  • Watch
    This set will allow all users rights to their own Searches, Searches saved for groups they are in & Dashboards set up subscriptions for any Dashboard they have access to & modify themselves & add watchers to tickets they are watchers on (basically, add Cc’s)

  • Everyone:

  • ReplyToTicket

  • CreateTicket
    This allows anyone to create a ticket and reply to email if sent to them from RT. If you have some form of externalAuth going on, that will keep the spam out.

  • Roles:

  • Owner;

  • ModifyTicket (a no brainer)

    • SeeQueue & ShowTicket Comments, etc if not by group
  • AdminCc (we use AdminCc like a "Queue Manager);

  • AdminUsers (Sys Admin only?)

  • AdminCustomFields (Sys Admin only?)

  • AssignCustomFields (we don’t want just anyone messing with these)

  • ModifyACL (you may want to keep this at the “Queue” level or not at all and just let “SuperUsers” do it)

  • ModifyOwnMembership

  • ModifyQueueWatchers (you may want to keep this at the “Queue” level or not at all and just let “SuperUsers” do it)

  • ModifyScrips (you may want to keep this at the “Queue” level or not at all and just let “SuperUsers” do it)

  • ModifyTemplate (you may want to keep this at the “Queue” level or not at all and just let “SuperUsers” do it)

  • ShowACL (you may want to keep this at the “Queue” level or not at all and just for “SuperUsers”)

  • SeeCustomFields (ditto)

  • SeeGroup

    • SeeQueue & ShowTicket Comments, etc if not by group (SuperUser)
  • ShowConfigTab (Sys Admin only?)

  • ShowScrips (Sys Admin only?)

  • ShowTemplate (Sys Admin only?)

  • StealTicket (you may want to keep this at the “Queue” level or let Support group do it)

  • WatchAsAdminCc

  • You might want to put some of these rights at the Queue level

  • Cc;

  • SeeQueue (if not given to “Privileged”)

  • ShowTicket (if not given to “Privileged”)

  • Requestor

  • SeeQueue (if not given to “Privileged” or Support Group)

  • ShowTicket (if not given to “Privileged” or Support Group)
    Since your “Users” that create tickets will only use email, these two rights above would allow them to see ONLY their tickets if they were to ever sign into the WebUI.

  • User-Defined Groups:

  • SystemAdmin;

  • SuperUser

  • Technical-Support (you may want to keep some of these rights for this group at the “Queue” level)

  • CommentOnTicket

  • DeleteTicket

  • ModifyCustomField (may want this at the “Queue” level)

  • ModifyTicket (ONLY if you want members of the group to be able to modify someone else’s ticket - Owners already have this right)

  • OwnTicket

  • SeeCustomField

  • ShowOutgoingEmail

  • ShowTicket

  • ShowTicketComments

  • StealTicket (you may want to keep this at the “Queue” level)

  • TakeTicket

Well, anyway, I’m sure you can get the gist of this. Hope this helps.

Kenn
LBNL

Josh,

You can do what you want.
By watching this list, I’ve noticed there are hundreds of installations that
do things differently. Some let the Requestors modify their own tickets,
etc.
What I put down was just a suggestion for you and it will most likely not
apply for others.

Kenn
LBNLOn Mon, Oct 25, 2010 at 5:44 AM, Josh Narins jnarins@seniorbridge.comwrote:

Ken, thanks for your time.

While the below looks really good both in the sense that it appears to be
consistent and in the sense you’ve laid it all out for me, could I get
someone else’s opinion on it?

Ruslan or Jesse perhaps?

If it all looks good, then maybe (it could get posted|I could post it) to
the wiki as an example?

Thanks,

Josh

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

[image: SeniorBridge]

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Friday, October 22, 2010 12:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] General permissions question

Josh,

We never grant rights to individual users, too much maintenance. I agree
with Jesse (DUH!) to create a SuperUSer Group like “System Admins”, then
another called “Technical Support”. I’d set rights as follows:

Global System Rights:

  • Privileged:

  • CreateOwnDashboard

    • CreateSavedSearch
    • DeleteOwnDashboard
    • EditSavedSearch
    • ForwardMessage
    • LoadSavedSearch
    • ModifyOwnDashboard
    • ModifySelf
    • SeeOwnDashboard
      • SeeQueue (you might want this only at a “Queue” level)
    • ShowSavedSearch
      • ShowTicket (you might want this only for “Roles” and the
        "support" group
        )
    • SubscribeDashboard
    • Watch

This set will allow all users rights to their own Searches, Searches saved
for groups they are in & Dashboards set up subscriptions for any Dashboard
they have access to & modify themselves & add watchers to tickets they are
watchers on (basically, add Cc’s)

  • Everyone:

  • ReplyToTicket

    • CreateTicket

This allows anyone to create a ticket and reply to email if sent to them
from RT. If you have some form of externalAuth going on, that will keep the
spam out.

  • Roles:

  • Owner;

  • ModifyTicket (a no brainer)

      • SeeQueue & ShowTicket Comments, etc if not by group
  • AdminCc (we use AdminCc like a "Queue Manager);

  • AdminUsers (Sys Admin only?)

    • AdminCustomFields (Sys Admin only?)
    • AssignCustomFields (we don’t want just anyone messing with
      these
      )
    • ModifyACL (you may want to keep this at the “Queue” level or
      not at all and just let “SuperUsers” do it
      )
    • ModifyOwnMembership
    • ModifyQueueWatchers (you may want to keep this at the "Queue"
      level or not at all and just let “SuperUsers” do it
      )
    • ModifyScrips (you may want to keep this at the “Queue” level
      or not at all and just let “SuperUsers” do it
      )
    • ModifyTemplate (you may want to keep this at the “Queue” level
      or not at all and just let “SuperUsers” do it
      )
    • ShowACL (you may want to keep this at the “Queue” level or not
      at all and just for “SuperUsers”
      )
    • SeeCustomFields (ditto)
    • SeeGroup
      • SeeQueue & ShowTicket Comments, etc if not by group (*
        SuperUser*)
    • ShowConfigTab (Sys Admin only?)
    • ShowScrips (Sys Admin only?)
    • ShowTemplate (Sys Admin only?)
    • StealTicket (you may want to keep this at the “Queue” level or
      let Support group do it
      )
    • WatchAsAdminCc
    • You might want to put some of these rights at the Queue level
  • Cc;

  • SeeQueue (if not given to “Privileged”)

    • ShowTicket (if not given to “Privileged”)
  • Requestor

  • SeeQueue (if not given to “Privileged” or Support Group)

    • ShowTicket (if not given to “Privileged” or Support Group)

           Since your "Users" that create tickets will only use
      

email, these two rights above would allow them to see ONLY their tickets if
they were to ever sign into the WebUI.

  • User-Defined Groups:

  • SystemAdmin;

  • SuperUser

  • Technical-Support (you may want to keep some of these rights for
    this group at the “Queue” level)

  • CommentOnTicket

    • DeleteTicket
    • ModifyCustomField (may want this at the “Queue” level)
    • ModifyTicket (ONLY* if you want members of the group to be
      able to modify someone else’s ticket* - Owners already have this
      right)
    • OwnTicket
    • SeeCustomField
    • ShowOutgoingEmail
    • ShowTicket
    • ShowTicketComments
    • StealTicket (you may want to keep this at the “Queue” level)
    • TakeTicket

Well, anyway, I’m sure you can get the gist of this. Hope this helps.

Kenn
LBNL

On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins jnarins@seniorbridge.com wrote:

I have three classes of users, I’m wondering if my privileges/groups setup
is what RT intends.

Class 1: Administrators. These three people can do anything.

Class 2: People who log into RT and own and resolve tickets. Each is only
going to be working with 1-3 queues out of 10-15 queues total.

Class 3: People who create tickets via email and don’t need to do anything
but reply via email.

Right now I’m thinking class 1 and class 2 should be “privileged” users,
and by AdminCCs on the particular queues they are interested in. In
addition, the three superusers will have, as a User Right, the "Super User"
privilege.

Class 3 won’t be users which are seen via Configuration->Users. I still
haven’t figured out if they count as “Everybody” or “Unprivileged.” I’d like
them to be able to view any ticket (although I suspect they will rarely use
such a power) so I’m giving them ShowTicket and ShowComment and a few other
minor privileges.

Does that sound about right?

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

Error! Filename not specified.

SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for the exclusive use of the addressee(s) and may
contain confidential or privileged information. Any dissemination,
distribution or copying of this email by an unintended or mistaken recipient
is strictly prohibited. In said event, kindly reply to the sender and
destroy all entries of this message and any attachments from your system.
Thank you.

I have three classes of users, I’m wondering if my privileges/groups
setup is what RT intends.

Class 1: Administrators. These three people can do anything.

Put them in the group.

Class 2: People who log into RT and own and resolve tickets. Each is only
going to be working with 1-3 queues out of 10-15 queues total.

Not sure how you split things into queues, but if you can organize some
groups that union people that work on particular set of groups then go for
it.

Using groups makes it easier to re-assign people or promote them. A user can
be in several groups and inherit rights from all of them.

Use roles for as much as possible. Usually granting rights via roles even on
global level helps you avoid granting them directly to groups.

Class 3: People who create tickets via email and don’t need to do anything
but reply via email.

Right now I’m thinking class 1 and class 2 should be “privileged” users,
and by AdminCCs on the particular queues they are interested in. In
addition, the three superusers will have, as a User Right, the "Super User"
privilege.

Anyway use subgroups. If you grand to many rights on top level then some of
people got overwhelmed with ammount of access they have, but don’t need.

Class 3 won’t be users which are seen via Configuration->Users. I still
haven’t figured out if they count as “Everybody” or “Unprivileged.” I’d like
them to be able to view any ticket (although I suspect they will rarely use
such a power) so I’m giving them ShowTicket and ShowComment and a few other
minor privileges.

ShowTicket is enough to see replies, but RT has comments as well. Comments
are protected by ShowComment right and often used for internal dialogs right
in a ticket between privileged users.

Does that sound about right?

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins@seniorbridge.com
seniorbridge.com http://www.seniorbridge.com/

[image: SeniorBridge]


SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for the exclusive use of the addressee(s) and may
contain confidential or privileged information. Any dissemination,
distribution or copying of this email by an unintended or mistaken recipient
is strictly prohibited. In said event, kindly reply to the sender and
destroy all entries of this message and any attachments from your system.
Thank you.

Best regards, Ruslan.