Groups For Unprivileged Users

RT Users
1

Hi,

I’m new to request tracker and have been trying to configure it for my
organization. Can anybody tell me if there’s a way to create groups for
unprivilged users. Currently, all the unprivileged users that i have
created are part of one single group “Unprivileged”. This doesn’t allow me
to restrict a few of the unprivileged users from creating tickets in
certain queues.

Regards,

Arun Mahajan

2

Arun,

Try removing the "CreateTicket" right from the global "unprivileged"

and put it in the “unprivileged” of just the queues you want it in. That
way, “unprivileged” will not be able to create any tickets in those
queues that do not allow that right.

Kenn
LBNLOn 11/2/2007 10:50 AM, Arun Mahajan wrote:

Hi,

I’m new to request tracker and have been trying to configure it for my
organization. Can anybody tell me if there’s a way to create groups for
unprivilged users. Currently, all the unprivileged users that i have
created are part of one single group “Unprivileged”. This doesn’t allow me
to restrict a few of the unprivileged users from creating tickets in
certain queues.

Regards,

Arun Mahajan

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3

Hello Kenneth,

Thanks a lot. I tried that and it worked. But is there a way to allow a
few unprivilged users access to a queue and leave the others. For Example:
If i have user A, B and C, can i allow access to only User A and restrict
B & C from accessing information in a queue.

Regards,

Arun Mahajan

4

Arun & Kevin,

I understand what your asking about and the truth is the whole point

behind an “unprivileged” user is that they have NO rights. Then, of
course, we ALLOW them to have rights via the system group
“Unprivileged”. What we did to deal with this was to ignore the concept
of “unprivileged” completely. For us, the concept of an Unprivileged
user is SOOOOO limited in our environment that it (as a system group)
really doesn’t exist. If we want any type of user to be able to see the
history of a ticket, resolved or not, then we grant “SeeTicket”,
“SeeOutgoingEmail” to GLOBAL Requestors. That way ANY person that made a
request could always look at the ticket they created without seeing
anyone elses (we also don’t allow any requestor to see comments, EVER).
If we have a certain number of similar “Unprivileged” requestors, we
create a group for them and put their ID’s in the group and grant
extremely limited rights to that group globally or to whatever queue
they need to see, in essence, the “unprivileged” becomes “Privileged”.
That does mean there are more groups than some would like, but we can
define/refine the usage we allow to our RT queues much better. The only
individuals that are granted rights on an individual basis is me and my
backup (as “SuperUser”). Everyone else is in some group or global role,
etc. Hopes this idea helps.

Kenn
LBNLOn 11/2/2007 6:56 PM, Arun Mahajan wrote:

Hello Kenneth,

Thanks a lot. I tried that and it worked. But is there a way to allow a
few unprivilged users access to a queue and leave the others. For Example:
If i have user A, B and C, can i allow access to only User A and restrict
B & C from accessing information in a queue.

Regards,

Arun Mahajan

Arun,

Try removing the “CreateTicket” right from the global “unprivileged”
and put it in the “unprivileged” of just the queues you want it in. That
way, “unprivileged” will not be able to create any tickets in those
queues that do not allow that right.

Kenn
LBNL

On 11/2/2007 10:50 AM, Arun Mahajan wrote:

Hi,

I’m new to request tracker and have been trying to configure it for my
organization. Can anybody tell me if there’s a way to create groups for
unprivilged users. Currently, all the unprivileged users that i have
created are part of one single group “Unprivileged”. This doesn’t allow
me
to restrict a few of the unprivileged users from creating tickets in
certain queues.

Regards,

Arun Mahajan

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

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

5

Arun;

You Maybe able to do the following:

  • create a group and give that group the access/right you need to the queue
  • make the users you want to give them access privileged so you can add
    them to the group
  • once you have added them remove their privilege (untick the tick for
    each user) …
    I am guessing this will work for you.

In my system here we have more or less the same as Kenneth described …
but its a pain to manage with 10000 or so not so privileged users

Regards;
Roy

Kenneth Crocker wrote: