RT3 and unpriviledged users


#1

Hallo,
I’ve a problem with managing users. When I create a non priviledged user (un
check both of the check box for managing access) and click on the Select
user, I see priviledged users (for examp. root) only. I cannot see other
(no-staff) users.
Do every one know, what’s wrong?

Tomas Huryn


#2

Hi,

I’ve been seeing this too (see my email User Selection RT 3.0.1). What
platform are you running on, and what exact version are you running? If we
can establish what the commonalities between the environments are, then
we’ve more chance of finding a solution.

Regards,
Dan

At 13:37 15/05/2003 +0200, =?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?= wrote:

Hallo,
I’ve a problem with managing users. When I create a non priviledged
user (un
check both of the check box for managing access) and click on the Select
user, I see priviledged users (for examp. root) only. I cannot see other
(no-staff) users.
Do every one know, what’s wrong?


Tomas Huryn


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

d.fairs@cogtest.com
Daniel Fairs


#3

OS: RedHat 9.0 (on RedHat 8.0 does not work too)
RT: 3.0.2 (3.0.1 don’t work too)

When I search users by email, and I leave array void, all users are shown.

When I switch the unpriviledged user to priviledget and add him to Group and
switch the user back to unpriviledged, user remain in group. But it is
compound.

Dne Thursday 15 of May 2003 13:41, Dan Fairs napsal:

Hi,

I’ve been seeing this too (see my email User Selection RT 3.0.1). What
platform are you running on, and what exact version are you running? If we
can establish what the commonalities between the environments are, then
we’ve more chance of finding a solution.

Regards,
Dan

At 13:37 15/05/2003 +0200, =?iso-8859-2?q?Tom=E1=B9=20Hur=FDn?= wrote:

Hallo,
I’ve a problem with managing users. When I create a non priviledged
user (un
check both of the check box for managing access) and click on the Select
user, I see priviledged users (for examp. root) only. I cannot see other
(no-staff) users.
Do every one know, what’s wrong?


Tomas Huryn


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


d.fairs@cogtest.com
Daniel Fairs


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Tomáš Hurýn


#4

I’ve been seeing this too (see my email User Selection RT 3.0.1).

> I’ve a problem with managing users. When I create a non priviledged

> user (un

>check both of the check box for managing access) and click on the Select

>user, I see priviledged users (for examp. root) only. I cannot see other

>(no-staff) users.

> Do every one know, what’s wrong?

I think you’re both confused of the concept of a ‘non-privileged’ user. A
non-privileged user is a user who can not have any rights at all. That’s
why it doesn’t show up in listings etcetera.

If you want any user to be part of a group and assign rights (other than the
rights for Everyone), that user has to be privileged.

So, ‘privileged’ in RT means: ‘may have rights’, whereas on OS level it
usually means ‘has more rights than others’.

Does this resolve your issue?

Regards,

Martin


#5

But there are write in the manual, that priviledged users are who are staff
and unpriviledged are whose are no-staff (customers).
Quote:
Let this user be granted rights checkbox: This is unchecked by default. Check
the box to make this a staff user.

Dne Thursday 15 of May 2003 15:30, Martin Schapendonk napsal:

I’ve been seeing this too (see my email User Selection RT 3.0.1).

> I’ve a problem with managing users. When I create a non priviledged

> user (un

>check both of the check box for managing access) and click on the Select

>user, I see priviledged users (for examp. root) only. I cannot see other

>(no-staff) users.

> Do every one know, what’s wrong?Let this user be granted rights

I think you’re both confused of the concept of a ‘non-privileged’ user. A
non-privileged user is a user who can not have any rights at all. That’s
why it doesn’t show up in listings etcetera.

If you want any user to be part of a group and assign rights (other than
the rights for Everyone), that user has to be privileged.

So, ‘privileged’ in RT means: ‘may have rights’, whereas on OS level it
usually means ‘has more rights than others’.

Does this resolve your issue?

Regards,

Martin


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Tomáš Hurýn


#6

It’s my same problem.
OS: Red Hat 9.0
DB: Mysql 4.0.12
Perl 5.8.0-88

El jue, 15 de 05 de 2003 a las 14:03, Tomᅵ Hurᅵn escribiᅵ:


#7

Hi Martin,

Thanks for your reply.

I think you’re both confused of the concept of a ‘non-privileged’ user. A
non-privileged user is a user who can not have any rights at all. That’s
why it doesn’t show up in listings etcetera.

I guess the nub of my question is - are such non-privileged users be
searchable? Because nothing is coming up in my search. To clarify: if I
search for a user id not containing ‘wibble’ from Configuration -> Users,
then no users appear (the list of privileged users remains at the top).
This happens both with and without ‘Include disabled users’ checked. If I
do the same from the People section inside a ticket, I get (as expected) a
list of all the users whose userid does not contain ‘wibble’.

Maybe these are two different problems…

Otherwise, our testing is going fine. Good piece of work, guys!

Many thanks,
Dan

d.fairs@cogtest.com
Daniel Fairs


#8

Sorry, sent this just to Martin rather than just the list.

Dan

Date: Thu, 15 May 2003 14:39:07 +0100
To: “Martin Schapendonk” martin.schapendonk@whitehorses.nl
From: Dan Fairs d.fairs@cogtest.com
Subject: RE: [rt-users] RT3 and unpriviledged users
Cc: rt-users@lists.fsck.com

Hi Martin,

Thanks for your reply.

I think you’re both confused of the concept of a ‘non-privileged’ user. A
non-privileged user is a user who can not have any rights at all. That’s
why it doesn’t show up in listings etcetera.

I guess the nub of my question is - are such non-privileged users be
searchable? Because nothing is coming up in my search. To clarify: if I
search for a user id not containing ‘wibble’ from Configuration -> Users,
then no users appear (the list of privileged users remains at the top).
This happens both with and without ‘Include disabled users’ checked. If I
do the same from the People section inside a ticket, I get (as expected) a
list of all the users whose userid does not contain ‘wibble’.

Maybe these are two different problems…

Otherwise, our testing is going fine. Good piece of work, guys!

Many thanks,
Dan


d.fairs@cogtest.com
Daniel Fairs

d.fairs@cogtest.com
Daniel Fairs


#9

But there are write in the manual, that priviledged users are who

are staff

and unpriviledged are whose are no-staff (customers).

Quote:

Let this user be granted rights checkbox: This is unchecked by

default. Check

the box to make this a staff user.

That’s right. In a usual setup, a privileged user is a staff member, because
other users are granted rights based on their role (Requestor, Everyone),
not their username.

However, if that is not sufficient enough, you could grant a customer some
additional rights. In that case you’d have to make that user a privileged
user, despite the fact it’s not a member of your staff.

Martin


#10

But there are write in the manual, that priviledged users are who are staff
and unpriviledged are whose are no-staff (customers).
Quote:
Let this user be granted rights checkbox: This is unchecked by default. Check
the box to make this a staff user.

Yes, but what staff users are allowed to do has to be configured
separately. There is no predefined default set of privileges.

Also, keep in mind that the documentation is still a draft, and some
parts may need expansion/rewording to be less ambiguous.

Normally, unprivileged users don’t show up in the search for users,
because there is nothing You want them to be able to except for generic
stuff (which is enabled for them by setting privileges for ‘Everyone’ or
’Unprivileged Users’) like initiating requests and adding
information/reply to staff questions. If You want them to be able to do
stuff to tickets which are related to ‘answering the request’; they most
probably need to be privileged.

HTH,

Harald

#11

Hi Harald,

Normally, unprivileged users don’t show up in the search for users,
because there is nothing You want them to be able to except for generic
stuff (which is enabled for them by setting privileges for ‘Everyone’ or
’Unprivileged Users’) like initiating requests and adding
information/reply to staff questions. If You want them to be able to do
stuff to tickets which are related to ‘answering the request’; they most
probably need to be privileged.

Aha! I think that one clears it up, for me anyway. It was a bug with my
understanding, not with the software. :wink: I’ll have to make that clear to my
other users.

Many thanks for all your time,
Dan Fairs

d.fairs@cogtest.com
Daniel Fairs


#12

hmm, but if I uncheck button’s:
Let this user access RT
Let this user be granted rights

I cannot see this user and I cannot modify this access rights again.

Dne Thursday 15 of May 2003 15:50, Harald Wagener napsal:> On Thu, May 15, 2003 at 03:40:04PM +0200, Tomáš Hurýn wrote:

But there are write in the manual, that priviledged users are who are
staff and unpriviledged are whose are no-staff (customers).
Quote:
Let this user be granted rights checkbox: This is unchecked by default.
Check the box to make this a staff user.

Yes, but what staff users are allowed to do has to be configured
separately. There is no predefined default set of privileges.

Also, keep in mind that the documentation is still a draft, and some
parts may need expansion/rewording to be less ambiguous.

Normally, unprivileged users don’t show up in the search for users,
because there is nothing You want them to be able to except for generic
stuff (which is enabled for them by setting privileges for ‘Everyone’ or
’Unprivileged Users’) like initiating requests and adding
information/reply to staff questions. If You want them to be able to do
stuff to tickets which are related to ‘answering the request’; they most
probably need to be privileged.

HTH,

Harald

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Tomáš Hurýn


#13

Tom?? Hur?n wrote:

hmm, but if I uncheck button’s:
Let this user access RT
Let this user be granted rights

I cannot see this user and I cannot modify this access rights again.

…unless you select “Include disabled users in search”.

�|� http://www.bestpractical.com/rt – Trouble Ticketing. Free.


#14

No, if I select “Include disabled users in search”, I cannot see this users
too.

Dne Wednesday 21 of May 2003 00:25, Phil Homewood napsal:

Tom?? Hur?n wrote:

hmm, but if I uncheck button’s:
Let this user access RT
Let this user be granted rights

I cannot see this user and I cannot modify this access rights again.

…unless you select “Include disabled users in search”.

Tomáš Hurýn


#15

Still unclear…

How do I keep history of tickets for a particular customer?
Is there a way to have a list of customers and when you click on a customer it would show all of the tickets open and closed for that customer?

Seems like the most essential feature for any ticketing system.

Is there a way to do this?


#16

Probably not exactly what you need, however if you get a ticket from a customer, just click on his email address and you’ll get the list of his active and inactive tickets (i.e. open and closed tickets).

Cris