RT-Users Digest, Vol 54, Issue 81

Kenn,

She’s doing a simple search. Owner = $USER, Status = Open. It’s really ANY custom search that she runs. I made sure she cleared out the search window before creating a new one, but that doesn’t seem to help any.

-Ryan

-Ryan,

  • What is the information she is trying to get? If she is trying to pull
    -a Custom Field from tickets in the queue and she does not have
    -“SeeCustomField” for that CF, then it won’t work. Permissions are part
    -of the checks Query goes thru for seeing data. Hope this helps.
    -Kenn
    -LBNL

Ryan Stepalavich
Linux & Windows Administrator
S&S Worldwide, Inc.
(800) 537-3451 Ext. 2195
http://www.ssww.com

Ryan,

Now you really have my curiosity piqued. I'm usually pretty good on the 

permissions stuff. Is she able to perform other functions in a queue,
like add a comment or reply to an email or even modify a ticket? Also,
it would help if you could give me a breakdown of the global and
queue-based permissions you have set. DO you have RTx-Matrix? That could
also help. Did you add her as a user or was she added automatically by
RT via email or something? IF she wasn’t added via WebUI, then perhaps
the permissions box hasn’t been checked. Anyway, let me know this stuff,
I’m anxious to figure it out.

Kenn
LBNLOn 9/24/2008 9:12 AM, Ryan Stepalavich wrote:

Kenn,

She’s doing a simple search. Owner = $USER, Status = Open. It’s really ANY custom search that she runs. I made sure she cleared out the search window before creating a new one, but that doesn’t seem to help any.

-Ryan

-Ryan,

  • What is the information she is trying to get? If she is trying to pull
    -a Custom Field from tickets in the queue and she does not have
    -“SeeCustomField” for that CF, then it won’t work. Permissions are part
    -of the checks Query goes thru for seeing data. Hope this helps.

-Kenn
-LBNL

Ok. Give me a sec to plow through your questions.

  • We don’t have RTx-Matrix
  • She can add/remove/resolve/comment on/etc. all tickets in the queue.
    Even ones that aren’t hers.
  • She has no global permissions. She has full administrator privileges
    (We just selected all possible options and hit “Submit” for testing) to
    her local queue.
  • She was not added via RT e-mail.

This issue popped up about two weeks ago. She’s been using RT since
2006. The logs don’t show anything exploding over the past couple of weeks.

-Ryan

Kenneth Crocker wrote:

Ryan,

Now you really have my curiosity piqued. I'm usually pretty good 

on the permissions stuff. Is she able to perform other functions in a
queue, like add a comment or reply to an email or even modify a
ticket? Also, it would help if you could give me a breakdown of the
global and queue-based permissions you have set. DO you have
RTx-Matrix? That could also help. Did you add her as a user or was she
added automatically by RT via email or something? IF she wasn’t added
via WebUI, then perhaps the permissions box hasn’t been checked.
Anyway, let me know this stuff, I’m anxious to figure it out.

Kenn
LBNL

Kenn,

She’s doing a simple search. Owner = $USER, Status = Open. It’s
really ANY custom search that she runs. I made sure she cleared out
the search window before creating a new one, but that doesn’t seem to
help any.

-Ryan

-Ryan,

  • What is the information she is trying to get? If she is trying
    to pull -a Custom Field from tickets in the queue and she does not
    have -“SeeCustomField” for that CF, then it won’t work. Permissions
    are part -of the checks Query goes thru for seeing data. Hope this
    helps.

-Kenn
-LBNL

Ryan Stepalavich
Linux & Windows Administrator
S&S Worldwide, Inc.
(800) 537-3451 Ext. 2195
http://www.ssww.com

Ryan,

I'm stumped. See if you can download RTx-Matrix and use that tool. It 

is REALLY helpful whaen trying to understand who can do what and why.

Kenn
LBNLOn 9/24/2008 11:01 AM, Ryan Stepalavich wrote:

Ok. Give me a sec to plow through your questions.

  • We don’t have RTx-Matrix
  • She can add/remove/resolve/comment on/etc. all tickets in the queue.
    Even ones that aren’t hers.
  • She has no global permissions. She has full administrator privileges
    (We just selected all possible options and hit “Submit” for testing) to
    her local queue.
  • She was not added via RT e-mail.

This issue popped up about two weeks ago. She’s been using RT since
2006. The logs don’t show anything exploding over the past couple of weeks.

-Ryan

Kenneth Crocker wrote:

Ryan,

Now you really have my curiosity piqued. I'm usually pretty good 

on the permissions stuff. Is she able to perform other functions in a
queue, like add a comment or reply to an email or even modify a
ticket? Also, it would help if you could give me a breakdown of the
global and queue-based permissions you have set. DO you have
RTx-Matrix? That could also help. Did you add her as a user or was she
added automatically by RT via email or something? IF she wasn’t added
via WebUI, then perhaps the permissions box hasn’t been checked.
Anyway, let me know this stuff, I’m anxious to figure it out.

Kenn
LBNL

On 9/24/2008 9:12 AM, Ryan Stepalavich wrote:

Kenn,

She’s doing a simple search. Owner = $USER, Status = Open. It’s
really ANY custom search that she runs. I made sure she cleared out
the search window before creating a new one, but that doesn’t seem to
help any.

-Ryan

-Ryan,

  • What is the information she is trying to get? If she is trying
    to pull -a Custom Field from tickets in the queue and she does not
    have -“SeeCustomField” for that CF, then it won’t work. Permissions
    are part -of the checks Query goes thru for seeing data. Hope this
    helps.

-Kenn
-LBNL