Limit Owner dropdown to only privileged users

Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently
populated with all the users of the system, including unprivileged users who
have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don’t
really see the point of users being created automatically when people email
in.

Thanks,

Alex
View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html

Take a look at the rights you assigned to the group Everyone
You may have granted the OwnTicket right to Everyone, either at a global level (http://fpt-service.fpt.local/Admin/Global/GroupRights.html) or at a queue level (http://fpt-service.fpt.local/Admin/Queues/GroupRights.html?id=XX)

This morning I bumped into the same problem. But in my case, this problem affected only one queue: OwnTicket was granted to Everyone at queue level.

Hope this helps :slight_smile:

Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto@reply.it
www.reply.it-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alex Dyas
Sent: martedì 24 luglio 2012 15:58
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Limit Owner dropdown to only privileged users

Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don’t really see the point of users being created automatically when people email in.

Thanks,

Alex
View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html

The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

On the group rights for each queue, ensure you have removed ALL rights for ‘Everyone’ and ‘Unprivileged’, then you should have user groups for your helpdesk. This (These) groups would be assigned permissions to the queue such as ‘modify ticket’.

I don’t think you would want to prevent the autocreation of users that email in. They need to be a user to be the requestor of a ticket.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alex Dyas
Sent: Tuesday, July 24, 2012 8:58 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Limit Owner dropdown to only privileged users

Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don’t really see the point of users being created automatically when people email in.

Thanks,

Alex
View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html

Scotto, Izz,

Thanks, as you both suggested I have reviewed my group privileges and
indeed ‘Everyone’ has OwnTicket checked.

Fixed! Thanks!

AlexOn 24/07/12 16:13, Scotto Alberto wrote:

Take a look at the rights you assigned to the group Everyone
You may have granted the OwnTicket right to Everyone, either at a global level (http://fpt-service.fpt.local/Admin/Global/GroupRights.html) or at a queue level (http://fpt-service.fpt.local/Admin/Queues/GroupRights.html?id=XX)

This morning I bumped into the same problem. But in my case, this problem affected only one queue: OwnTicket was granted to Everyone at queue level.

Hope this helps :slight_smile:

Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto@reply.it
www.reply.it

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alex Dyas
Sent: marted� 24 luglio 2012 15:58
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Limit Owner dropdown to only privileged users

Hello,

RT Version - 4.0.2

The dropdown we see for selecting the owner of a ticket is currently populated with all the users of the system, including unprivileged users who have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Alternatively, how do I prevent auto creation of unprivileged users? I don’t really see the point of users being created automatically when people email in.

Thanks,

Alex

View this message in context: http://old.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp34203861p34203861.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

Alex Dyas, Manager - Systems Administration
Tel: +41 22 348 30 15
www.linalis.com | twitter.com/linalis | www.linkedin.com/company/linalis

Expert en Services, Formation et Recrutement BI et Applications Web (CMS, CRM)
Partenaires certifies de Pentaho (BI), Jedox (Palo), Acquia (Drupal), SugarCRM et Infobright

The dropdown we see for selecting the owner of a ticket is currently
populated with all the users of the system, including unprivileged users who
have been auto created by emailing the system.

How do I limit the dropdown to only include privileged users?

Look for OwnTicket having been granted to Unprivileged or Everyone,
possibly at the Queue level rather than Globally.

Alternatively, how do I prevent auto creation of unprivileged users? I don’t
really see the point of users being created automatically when people email
in.

You can’t. RT relies on those users to point to the Requestors/Ccs of
tickets.

-kevin

I am having this same problem in RT 4.0.7, but your solution doesn’t work for
me as there is no OwnTicket option in Group Rights under either group or
queue configurations.

What is the new way of limiting ticket ownership to priveleged users?

– Paul –

View this message in context: http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html

Paul,

To own a ticket, you have to have the right to “Take” a ticket.

KennOn Tue, Apr 16, 2013 at 7:31 PM, hopcon <supportq@hopkinsonconsulting.com.au wrote:

I am having this same problem in RT 4.0.7, but your solution doesn’t work
for
me as there is no OwnTicket option in Group Rights under either group or
queue configurations.

What is the new way of limiting ticket ownership to priveleged users?

– Paul –


View this message in context:
http://requesttracker.8502.n7.nabble.com/Limit-Owner-dropdown-to-only-privileged-users-tp10765p53502.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

I am having this same problem in RT 4.0.7, but your solution doesn’t work for
me as there is no OwnTicket option in Group Rights under either group or
queue configurations.

Yes there is.
Tools -> Configuration -> Queues -> Select
General
Group Rights
Staff Rights
It’s the fifth right

What is the new way of limiting ticket ownership to priveleged users?

Exactly as described before, go find the place in the system where
someone has accidentally granted OwnTicket more widely.

-kevin