So confused on group and user rights?

RT Users
1

Hello,

So I’m struggling trying to figure out user and group permissions. I
was told that all users need the right “Let this user be granted
rights” so that they can create tickets but when I give a user that
permission then they no longer have the link “New ticket”.

I activated Create Ticket, Reply To Ticket, Show Ticket, and Show
Ticket Comments on ALL groups and roles as an act of desperation for
trying to figure this out and still cannot create a ticket with this
user.

I then revoked “Let this user be granted rights” and the New Ticket
link was there again and I was able to create a ticket but next to the
Queue field its just “()” even though I have a queue created. I hit
"Create ticket" and the ticket was created under my only queue but why
doesn’t my Queues show up properly for create a ticket and why cant I
create a ticket with this user when give the right “Let this user be
granted rights”?

Also my custom fields for do not show up to the ticket page even
though I select Ticket under “Applies to”.

Can someone give me a simple guide on the basic work flow when using
this system to create a user who simply creates tickets?

Thanks,

  • Jake
2

They can’t see the queue in the list because they don’t have SeeQueue
rights.

Jake Conk wrote:

3

But it sounds like a bug to me that he’s able to create a ticket
although he doesn’t see a queue. What if there is more than one queue?
Where will the ticket be created? I thought “SeeQueue” is mandatory to
create Tickets using the web interface of RT.

Sometimes I feel like Jake: confused about the rights in RT :wink:

Drew Barnes wrote:

4

Benjamin,

Thanks, I’m glad I’m not the only one feeling confused about rights in
RT :slight_smile: After a little fiddling around I notice I wasn’t seeing my own
tickets created because an admin had to go and assign the person who
wrote the ticket as the owner of the ticket then they appeared in my
unprivileged user’s home page.

I’m not exactly agreeing with the way this system works now. By
default if I create a ticket then I should be able to see all the
tickets I created in my home page under “My open tickets”, to me that
makes perfect logical sense. I think I’ve wasted too many work days on
trying to figure out this ticket system and it doesn’t work the way I
thought ticket systems should work. It could be that I’m too dumb to
figure this out but I hope thats not the case lol.

I just tried OTRS (http://www.otrs.org) and I was able to get that up
and configured the way I need to in about 15 minutes! The clients see
what they need to see and the admins see what they need to see! It
makes perfect sense and just works.

Maybe I’ll come back to RT another day but thanks for your help guys,
I really appreciate you guys trying to help me get RT configured the
way I need it but I guess RT is just not for me.

Thanks,

But it sounds like a bug to me that he’s able to create a ticket
although he doesn’t see a queue. What if there is more than one queue?
Where will the ticket be created? I thought “SeeQueue” is mandatory to
create Tickets using the web interface of RT.

Sometimes I feel like Jake: confused about the rights in RT :wink:

Drew Barnes wrote:

They can’t see the queue in the list because they don’t have SeeQueue
rights.

Jake Conk wrote:

Hello,

So I’m struggling trying to figure out user and group permissions. I
was told that all users need the right “Let this user be granted
rights” so that they can create tickets but when I give a user that
permission then they no longer have the link “New ticket”.

I activated Create Ticket, Reply To Ticket, Show Ticket, and Show
Ticket Comments on ALL groups and roles as an act of desperation for
trying to figure this out and still cannot create a ticket with this
user.

I then revoked “Let this user be granted rights” and the New Ticket
link was there again and I was able to create a ticket but next to the
Queue field its just “()” even though I have a queue created. I hit
“Create ticket” and the ticket was created under my only queue but why
doesn’t my Queues show up properly for create a ticket and why cant I
create a ticket with this user when give the right “Let this user be
granted rights”?

Also my custom fields for do not show up to the ticket page even
though I select Ticket under “Applies to”.

Can someone give me a simple guide on the basic work flow when using
this system to create a user who simply creates tickets?

Thanks,

  • Jake

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Buy a copy at http://rtbook.bestpractical.com

5

Jake,

yes it takes a lot of time to get familiar with RT. I would describe RT
as a kind of all-in-one device suitable for every purpose which makes it
hard to configure. First I was confused about everything like you but
the more time you spend on it the more you will understand how RT works
and how you can configure and even hack it. The big advantage is that
you can customize RT for so many different purposes which other ticket
systems may not allow. That’s why I chose RT for our company since we
need it primarily as assistance to our development procedure but also
for communication and wish list for our customers/partners which are
spread all over the world. /
http://dict.leo.org/ende?lp=ende&p=eL4jU.&search=all-in-one/

Best,
Ben

Jake Conk schrieb: