I have recently become one of the campus administrators for our RT system. As a result, I am fielding a lot of requests from staff for privledges to different queues. One in particular is a director within IT wanting to be admin for queues that pertain to his department. I have gone into the queue and went to modify user rights for queue and gave him all of the rights under “Rights for Administrators”. However, he not able to utilize any of those rights within his queues. I don’t want him to be an overall administrator, just over his queues. Am I missing something big? I haven’t found any explanation of this online anywhere. Any help would be greatly appreciated.
You’d need to set some privileges outside the Administrators tab as well,
such as “see queue” and “show ticket summary” from memory.On 6 Feb 2015 2:14 am, “Lewis, Valerie” ValerieLewis@letu.edu wrote:
I have recently become one of the campus administrators for our RT
system. As a result, I am fielding a lot of requests from staff for
privledges to different queues. One in particular is a director within IT
wanting to be admin for queues that pertain to his department. I have gone
into the queue and went to modify user rights for queue and gave him all of
the rights under “Rights for Administrators”. However, he not able to
utilize any of those rights within his queues. I don’t want him to be an
overall administrator, just over his queues. Am I missing something big?
I haven’t found any explanation of this online anywhere. Any help would be
greatly appreciated.
I have recently become one of the campus administrators for our RT
system. As a result, I am fielding a lot of requests from staff for
privledges to different queues. One in particular is a director
within IT wanting to be admin for queues that pertain to his
department. I have gone into the queue and went to modify user rights
for queue and gave him all of the rights under “Rights for
Administrators”. However, he not able to utilize any of those rights
within his queues. I don’t want him to be an overall administrator,
just over his queues. Am I missing something big? I haven’t found
any explanation of this online anywhere. Any help would be greatly
appreciated.
Possibly: At the bottom of /Admin/Global/UserRights.html => Rights for
Administrators the “Show Admin Menu” right is critical. That’s assuming
you’re using 4.2.x. In older versions you may see it called
ShowConfigTab.
And yes, there is no good comprehensive documentation for RT rights.
There is some useful info in the Wikia site, some useful info in the
docs at Best Practical, in both cases including bits and pieces lurking
in pages where you’ll never find them without reading just about
everything. The Rights system is also counter-intuitive, as a virtue of
it being logically rigorous and extremely fine-grained. It helps in
working out where a Rights problem is to think carefully about the
specific mode of “I can’t do $x” the user is running into. For example,
the general “he not able to utilize any of those rights” description is
vague enough that my guess about the ShowConfigTab right could be
entirely wrong. You can usually find where you need to check Yet
Another Right by figuring out what part of the UI the user doesn’t see,
because RT usually will not show the UI to do something that a user
isn’t allowed to do.