How to assign ticket to unprivileged users from ExternalAuth

RT Users
1

Hi all,

I’ve configured ExternalAuth to authenticate against our AD and this works well. I created a user group that has some unprivileged users from the AD as its members. Now I want to assign some of these tickets to members of this group as the owner of such ticket. However, since they are users from the ExternalAuth they are not listed in the dropdown. Should I make these users privileged (I’d prefer not to).

I would appreciate it if anyone could point me in the right direction.

Thanks!
Jonathan

2

Hi all,

I’ve configured ExternalAuth to authenticate against our AD and this works well. I created a
user group that has some unprivileged users from the AD as its members. Now I want to assign
some of these tickets to members of this group as the owner of such ticket. However, since
they are users from the ExternalAuth they are not listed in the dropdown. Should I make these
users privileged (I’d prefer not to).

Just grant that group OwnTicket in the appropriate queue. Ticket
Ownership isn’t tied to Privileged or Unprivileged, it is tied to the
OwnTicket right.

-kevin

3

Jonathan,

In addition to what Kevin said, you will need to make sure that the rights
you grant GLOBALLY will not give too much ability to this grouop. You might
have to remove some of those GLOBAL rights and grant them to individual
Queues, minus the Queue that this special group uses.

Kenn
LBNLOn Thu, Jan 13, 2011 at 9:50 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Thu, Jan 13, 2011 at 09:23:11AM -0800, Jonathan Salomon wrote:

Hi all,

I’ve configured ExternalAuth to authenticate against our AD and this
works well. I created a
user group that has some unprivileged users from the AD as its
members. Now I want to assign
some of these tickets to members of this group as the owner of such
ticket. However, since
they are users from the ExternalAuth they are not listed in the
dropdown. Should I make these
users privileged (I’d prefer not to).

Just grant that group OwnTicket in the appropriate queue. Ticket
Ownership isn’t tied to Privileged or Unprivileged, it is tied to the
OwnTicket right.

-kevin