Rights management question

RT Users
1

Hi,

I’m having trouble with the right management in RT.

First
I’ve installed RightsMatrix to manage Rights. (by the way, very useful
to get a better view on the rights system). I have seen that we can’t manage
each custom field rights by Roles. The Roles Rights on CF can only be
granted in Global way? So am i missing something ?

Second
Can i set a filter on the right Showticket?
For instance, i would grant some user too see only tickets created by
someone who has XXXX in his mail where XXXX is match by a Regex ?

Thanks

Charles

2

each custom field rights by Roles. The Roles Rights on CF can only be
granted in Global way? So am i missing something ?
The fact that CFs themselves may be selectively applied to queues?

Second
Can i set a filter on the right Showticket?
For instance, i would grant some user too see only tickets created by
someone who has XXXX in his mail where XXXX is match by a Regex ?
No. Seems far outside the realm of general utility and a PITA.
What you could do is create a scrip that checks your conditions
and adds the individual in question as (squelched) requestor/cc
OnCreate.

Alternatively, setup you groups and queues to match this mapping
as best as possible.

Cambridge Energy Alliance: Save money. Save the planet.

3

each custom field rights by Roles. The Roles Rights on CF can only be

granted in Global way? So am i missing something ?
The fact that CFs themselves may be selectively applied to queues?

Yes but in in a queue ?

For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1,
CF2, CF3 and can modified only CF1. Is that Possible ?

Second
Can i set a filter on the right Showticket?
For instance, i would grant some user too see only tickets created by
someone who has XXXX in his mail where XXXX is match by a Regex ?
No. Seems far outside the realm of general utility and a PITA.
What you could do is create a scrip that checks your conditions
and adds the individual in question as (squelched) requestor/cc
OnCreate.

Ok thank

Alternatively, setup you groups and queues to match this mapping
as best as possible.

Cambridge Energy Alliance: Save money. Save the planet.

4

For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1,
CF2, CF3 and can modified only CF1. Is that Possible ?
Yes, as long as you want the same rights for whatever other queues
those CFs are applied to and those users can access.

Cambridge Energy Alliance: Save money. Save the planet.

5

Charles,

What I think you’re missing is that even though Custom Fields are
/applied/ to Queues, the privileges to See/Modify/Admin them is /granted
via Groups/. That means I could apply a CF to 3 different Queues and if
I didn’t grant any groups any rights to see/modify/admin that CF, then
no one would even see that CF, let alone modify it, even though it /has
been applied/.
This is a good thing. For example. I may have 3 different groups with
access to a Queue where the CF is applied. I may want one group to only
see the CF, not modify a value in it or modify it’s name or available
values (given it is a “select value” type). I may want another group to
actually modify (change the “selected” value in it) it for a given
ticket and have another group of a few members Admin (add/modify values
available for selection) the CF.
Does that make any sense? I hope I’ve been able to help you with this.

Kenn
LBNLOn 3/5/2010 9:18 AM, Charles-No�l Bouteville wrote:

Le 5 mars 2010 17:36, Jerrad Pierce
<jpierce@cambridgeenergyalliance.org
mailto:jpierce@cambridgeenergyalliance.org> a �crit :

> each custom field rights by Roles. The Roles Rights on CF can
only be
> granted in Global way? So am i missing something ?
The fact that CFs themselves may be selectively applied to queues?

Yes but in in a queue ?

For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see
CF1, CF2, CF3 and can modified only CF1. Is that Possible ?

> Second
>     Can i set a filter on the right Showticket?
> For instance, i would grant some user too see only tickets
created by
> someone who has XXXX in his mail where XXXX is match by a Regex ?
No. Seems far outside the realm of general utility and a PITA.
What you could do is create a scrip that checks your conditions
and adds the individual in question as (squelched) requestor/cc
 OnCreate.

Ok thank

Alternatively, setup you groups and queues to match this mapping
 as best as possible.

–
Cambridge Energy Alliance: Save money. Save the planet.

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6

For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see
CF1,
CF2, CF3 and can modified only CF1. Is that Possible ?
Yes, as long as you want the same rights for whatever other queues
those CFs are applied to and those users can access.

Ok So Roles Rights on CF can only be set in global. that mean in “Queue
right → Cc”
SeeCF → user can see all applied CF
ModCF → user can modified all seen CF

And there is no right management for the Role similar to groups that let me
select rights on each CF

7

Yes thanks, CF rights start to make sence now …Le 5 mars 2010 19:12, Ken Crocker kfcrocker@lbl.gov a écrit :

Charles,

What I think you’re missing is that even though Custom Fields are *applied

  • to Queues, the privileges to See/Modify/Admin them is granted via
    Groups    . That means I could apply a CF to 3 different Queues and if I
    didn’t grant any groups any rights to see/modify/admin that CF, then no one
    would even see that CF, let alone modify it, even though it has been
    applied    .
    This is a good thing. For example. I may have 3 different groups with
    access to a Queue where the CF is applied. I may want one group to only see
    the CF, not modify a value in it or modify it’s name or available values
    (given it is a “select value” type). I may want another group to actually
    modify (change the “selected” value in it) it for a given ticket and have
    another group of a few members Admin (add/modify values available for
    selection) the CF.
    Does that make any sense? I hope I’ve been able to help you with this.

Kenn
LBNL

On 3/5/2010 9:18 AM, Charles-Noël Bouteville wrote:

Le 5 mars 2010 17:36, Jerrad Pierce jpierce@cambridgeenergyalliance.orga écrit :

each custom field rights by Roles. The Roles Rights on CF can only be

granted in Global way? So am i missing something ?
The fact that CFs themselves may be selectively applied to queues?

Yes but in in a queue ?

For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1,
CF2, CF3 and can modified only CF1. Is that Possible ?

Second
Can i set a filter on the right Showticket?
For instance, i would grant some user too see only tickets created by
someone who has XXXX in his mail where XXXX is match by a Regex ?
No. Seems far outside the realm of general utility and a PITA.
What you could do is create a scrip that checks your conditions
and adds the individual in question as (squelched) requestor/cc
OnCreate.

Ok thank

Alternatively, setup you groups and queues to match this mapping
as best as possible.

–
Cambridge Energy Alliance: Save money. Save the planet.

_______________________________________________The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com