Projects, groups, users, and priveledges

RT Users
1

I’m just starting out with RT; I used it many years ago but I’ve forgotten just about everything…

We want to set up a small pilot to see if it will work for our needs.

We have:

Departments
Projects
Users

We need to be able to set up security so that a user from a specific department can only have access to tickets from specific projects. In other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob, and Maintenance, Engineering, and Design.

Bob is working on projects 1 and 2, Steve on projects 1 and 3, and Joe on 2 and 3. Bob needs to see all Design, Engineering, and Maintenance tickets that pertain to his projects, but he must not see any tickets at all for project 3. Steve can only see tickets for Maintenance on his two projects, and occasionally maintenance tickets for 2. Joe needs to see all tickets for Design regardless of project, but only Engineering tickets for his two projects, and none for Maintenance.

I seem to be short a category in RT as it only has users and groups, and not sub-groups or projects. Is anything like this possible?

Or is the trick to set up groups for both projects and departments, and then assign membership in both? But then is it possible to require tickets so that a user needs to be a member of 2 groups in order to see the ticket?

Yan Seiner, PE
Civil Engineer
[cid:image003.jpg@01CAA4CE.44870CC0]Environmental Services Divisionhttp://www.ci.springfield.or.us/ESD/index.htm
City of Springfield Public Works
225 Fifth Street, Springfield, Oregon 97477
Metropolitan Wastewater Management Commission (MWMC)
Tel: 541-736-7124

2

Yan,

Definitely possible. I would set up a Queue for each department. For
each Queue, set up the AdminCc as the person to manage the tickets
(modify ACL, add watchers, steal tickets, etc.). Then create a Users
group that can see the Queue, look at ticket info in the Queue but not
modify any tickets. Then create a Support group of users that can own
tickets, add comments, etc. Grant the SeeQueue, ShowTicket, &
ReplyToTicket right to the Requestors for the Queue and ModifyTicket to
the AdminCc and Owners. Populate each group accordingly. Your global
rights should be well-thought out based on your work-flow (I have some
recommendations I keep for my Admin teams). Each project should be a
ticket and all tasks under that project should be children/DependsonBy
to that parent/project ticket.
This is just a short summary of what I would do. If you send me more
complete details of your work-flow, I’ll be happy to send you some
detailed suggestions.

Kenn
LBNLOn 2/3/2010 12:41 PM, SEINER Yan wrote:

I’m just starting out with RT; I used it many years ago but I’ve
forgotten just about everything…

We want to set up a small pilot to see if it will work for our needs.

We have:

Departments

Projects

Users

We need to be able to set up security so that a user from a specific
department can only have access to tickets from specific projects. In
other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob,
and Maintenance, Engineering, and Design.

Bob is working on projects 1 and 2, Steve on projects 1 and 3, and Joe
on 2 and 3. Bob needs to see all Design, Engineering, and Maintenance
tickets that pertain to his projects, but he must not see any tickets
at all for project 3. Steve can only see tickets for Maintenance on
his two projects, and occasionally maintenance tickets for 2. Joe
needs to see all tickets for Design regardless of project, but only
Engineering tickets for his two projects, and none for Maintenance.

I seem to be short a category in RT as it only has users and groups,
and not sub-groups or projects. Is anything like this possible?

Or is the trick to set up groups for both projects and departments,
and then assign membership in both? But then is it possible to
require tickets so that a user needs to be a member of 2 groups in
order to see the ticket?

Yan Seiner, PE
Civil Engineer

Environmental Services Division
http://www.ci.springfield.or.us/ESD/index.htm
City of Springfield Public Works
225 Fifth Street, Springfield, Oregon 97477

Metropolitan Wastewater Management Commission (MWMC)

Tel: 541-736-7124

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