Screening user list from certain accounts on ticket forms

RT Users
1

Hello, I am looking to build concurrent queue systems insulated from each
other on the same RT server. The problem I am running into right now is that
when someone in one queue system goes to assign ownership of a ticket, they
see all the users in the drop down. What am I overlooking? To test this, I
made a set of “Demo” queues, and two groups: “Demo managers” and “Demo
workers.” There is a member in each group, and the groups (and only these
two groups) are members of the demo queues.

But, the demomgr account can assign ticket ownership to server admins and
managers through the drop-down list. The demomgr account cannot see any
other queues or make tickets for any queues but the demo queues.

2

Hello, I am looking to build concurrent queue systems insulated from each
other on the same RT server. The problem I am running into right now is that
when someone in one queue system goes to assign ownership of a ticket, they
see all the users in the drop down. What am I overlooking? To test this, I
made a set of “Demo” queues, and two groups: “Demo managers” and “Demo
workers.” There is a member in each group, and the groups (and only these
two groups) are members of the demo queues.

But, the demomgr account can assign ticket ownership to server admins and
managers through the drop-down list. The demomgr account cannot see any
other queues or make tickets for any queues but the demo queues.

Hi Steven,

I just dealt with this same issue. Kevin Falcone gave me the following
correct response:

This means you’ve given Privileged users OwnTicket somewhere (possible
on a disabled queue)

-kevin

In my case, it was not the Privileged users group but another widely
used group which caused a much larger list of possible owners for a ticket.
Check all groups for the OwnTicket privelege for the problem. Once you
remove that from the wrong groups, you will have the isolation you need.

Regards,
Ken

3

The RightsMatrix extension can be very handy here, and in general.

Cambridge Energy Alliance: Save money. Save the planet.

4

Jerrad Pierce wrote:

The RightsMatrix extension can be very handy here, and in general.

Does that work with 3.8.x? I was under the impression it’s 3.6.x
compatible only.

Cheers,

Matthew

Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard
Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate
Kent, CT11 9PW

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5

Jerrad Pierce wrote:

The RightsMatrix extension can be very handy here, and in general.

Does that work with 3.8.x? I was under the impression it’s 3.6.x
compatible only.

The documentation and the Module::Install::RTx it uses are outdated
(see the following bug)
http://rt.cpan.org/Public/Bug/Display.html?id=48360

but people report using it under 3.8
I’ve not tried

-kevin