Modifying History-information?

RT Users
1

We are about to open up RT for everyone in the company, and are doing
this by setting the Privileges: SeeQueue and ShowTicket to the group
Everybody. Then we run with External Ldap authentication - so all
company users can use the /SelfService/ - interface.

We have a little problem though.

We have a number of tickets that contains sensitive information. Like
Usernames and passwords.
Sometimes such info is added by the ticket-requester that doesn’t see
the harm in doing so.

Is there a way for the ticket-owner - or a super-user to go in and
delete such info from the history?
Either through RT directly - or if there are any other tools available?

I’m not found of doing updates in database directly - and before I write
a tool to do it - I’ll better ask here.

Regards, Johan

Johan Elmerfjord | Sr. Systems Administration/Mgr, EMEA | Adobe Systems
(OBU) | p. +45 36 98 89 50 x6008 | cell. +46 735 101 444 |
JohanE@adobe.com

2

Johan,

Why “ShowTicket” to everybody? Why not just grant that right to the
Requestors and the Support Group (User-defined group) and AdminCc role and
Owner role that supports a specific Queue within that Queue “GroupRights”
page?

Otherwise, Searches will start taking a LONG TIME, unless you have a small
User’s list.

Kenn
LBNLOn Mon, Jan 17, 2011 at 2:51 AM, Johan Elmerfjord jelmerfj@adobe.comwrote:

We are about to open up RT for everyone in the company, and are doing this
by setting the Privileges: SeeQueue and ShowTicket to the group Everybody.
Then we run with External Ldap authentication - so all company users can use
the /SelfService/ - interface.

We have a little problem though.

We have a number of tickets that contains sensitive information. Like
Usernames and passwords.
Sometimes such info is added by the ticket-requester that doesn’t see the
harm in doing so.

Is there a way for the ticket-owner - or a super-user to go in and delete
such info from the history?
Either through RT directly - or if there are any other tools available?

I’m not found of doing updates in database directly - and before I write a
tool to do it - I’ll better ask here.

Regards, Johan

–

Johan Elmerfjord | Sr. Systems Administration/Mgr, EMEA | Adobe Systems
(OBU) | p. +45 36 98 89 50 x6008 | cell. +46 735 101 444 |
JohanE@adobe.com