Search page Owners drop-down

Can someone please explain why we see all kinds of emails, junk in
addition to Login IDs in the Owners drop-down in RT search page? Is
there a way we can control or maintain this, please? This is screwing
up people’s RT search on tickets based on owners.

Thanks a lot.

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You are granting OwnTicket rights to a group you did not mean to, likely
Requestors or Everyone

Venkateswaran, Subbaraman wrote:

Can someone please explain why we see all kinds of emails, junk in
addition to Login IDs in the Owners drop-down in RT search page? Is
there a way we can control or maintain this, please? This is screwing
up people’s RT search on tickets based on owners.

Thanks a lot.

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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

Subb,

Most likely, you have a very "Liberal" application of the 

“OwnTicket” right. For example, if you let just about anyone create a
ticket AND you have given the “OwnTicket” right to “Everyone” Globally,
then guess what? Every ticket that exists in every queue will most
likely have a REALLY long list of possible owners. This will also kick
your Query/search speed into granny low. Try breaking down the
privileges you have into something with more granularity.

Kenn
LBNLOn 5/19/2009 6:17 AM, Venkateswaran, Subbaraman wrote:

Can someone please explain why we see all kinds of emails, junk in
addition to Login IDs in the Owners drop-down in RT search page? Is
there a way we can control or maintain this, please? This is screwing
up people’s RT search on tickets based on owners.

Thanks a lot.

THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE
PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM
DISCLOSURE. If the reader of this message is not the intended
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I verified the permission of “OwnTicket” and it is not assigned to
Everyone group. Is there any other perms/location I should look into?
Thanks.

Thanks
Subba Venkateswaran
A&T - App Eng - SEG
609 282 7015From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Wednesday, May 20, 2009 12:58 PM
To: Venkateswaran, Subbaraman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search page Owners drop-down

Subb,

Most likely, you have a very "Liberal" application of the

“OwnTicket” right. For example, if you let just about anyone create a
ticket AND you have given the “OwnTicket” right to “Everyone” Globally,
then guess what? Every ticket that exists in every queue will most
likely have a REALLY long list of possible owners. This will also kick
your Query/search speed into granny low. Try breaking down the
privileges you have into something with more granularity.

Kenn
LBNL

Subb,

You'd have to look at "Privileged" in both Global Group and user 

rights as well as Queue group and user rights. We do not grant rights to
ANY individual users. For us, that would be a maintenance nightmare. We
put individual users in user-defined groups that have the same access
needs. If you have Rights-Matrix, that would tell you exactly who has
what rights and how they got them. Try looking at that and see what you
have. It makes debugging these problems a lot easier.
The thing to keep in mind is that RT will let you grant almost
anything to anyone. However, to keep the nightmares away, it would be
prudent to have a set policy for who should do what in what queues and
set your rights accordingly. If you only have a few users, then you can
get away with a “seat-of-the-pants” process. But if you have many (in
our case hundreds and hundreds) you’ll spend more time chasing your tail
trying to find out why someone can/can’t do something because there was
no policy guiding you when you granted all those privileges way back when.
Remember the old saying “if he had brains, he’d be dangerous”?.
Well, think of privileges along the same lines. There are always some
people that find ways to screw up things because no one thought that a
user would do such and such, so they were generous when setting up
privileges. Just a thought.

Kenn
LBNLOn 6/1/2009 8:00 AM, Venkateswaran, Subbaraman wrote:

I verified the permission of “OwnTicket” and it is not assigned to
Everyone group. Is there any other perms/location I should look into?
Thanks.

Thanks
Subba Venkateswaran
A&T - App Eng - SEG
609 282 7015


From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Wednesday, May 20, 2009 12:58 PM
To: Venkateswaran, Subbaraman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search page Owners drop-down

Subb,

Most likely, you have a very "Liberal" application of the 

“OwnTicket” right. For example, if you let just about anyone create a
ticket AND you have given the “OwnTicket” right to "Everyone"
Globally, then guess what? Every ticket that exists in every queue
will most likely have a REALLY long list of possible owners. This will
also kick your Query/search speed into granny low. Try breaking down
the privileges you have into something with more granularity.

Kenn
LBNL

On 5/19/2009 6:17 AM, Venkateswaran, Subbaraman wrote:

Can someone please explain why we see all kinds of emails, junk in
addition to Login IDs in the Owners drop-down in RT search page? Is
there a way we can control or maintain this, please? This is
screwing up people’s RT search on tickets based on owners.

Thanks a lot.

THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE
PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM
DISCLOSURE. If the reader of this message is not the intended
recipient, you are hereby notified that any dissemination,
distribution, copying or use of this message and any attachment is
strictly prohibited. If you have received this message in error,
please notify us immediately by replying to the message and
permanently delete it from your computer and destroy any printout
thereof.


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

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

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