Unprivileged users - Edit ticket/Sign up as CC?

RT Users
1

I’m looking to move my user base away from being all Privileged and making them Unprivileged so they get the “Self Service” version of RT. I’ve created a single test user to get a feel for what my users will experience. One issue I’ve come across is editing the tickets. I’ve got explict permissions on the Requestor of the ticket (ex: Requestor can make changes to the ticket), but it looks like Unprivileged is overriding it. I’d like the users to be able to sign up as CC on tickets as well, but that is missing too. Is this how Unprivileged works, or did I miss a permission setting? Thanks!

Stephen J. Cena
Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300

Please report email problems to: postmaster@qvii.com

QVII MIS/IT Dept - We do what we must because we can.
“Thank you for helping us help you help us all.”

2

I’ve come across is editing the tickets. I’ve got explict permissions on the
Requestor of the ticket (ex: Requestor can make changes to the ticket), but it
looks like Unprivileged is overriding it. I’d like the users to be able to sign
up as CC on tickets as well, but that is missing too. Is this how Unprivileged
works, or did I miss a permission setting? Thanks!

Rights in RT are additive.
If Requestor has ModifyTicket, then the user being Unprivileged will
not change that as long as they are actually listed as the Requestor
(not just the Creator).

You need to grant Watch for users to add themselves as Cc, but keep in
mind that they may also add themselves as a Requestor which will grant
them extra rights.

-kevin