User groups with non-priv users

Hello,

I have spent considerable time reading the Wiki and other documentation
to figure this out. We have an active installation of RT, and would
like to start using groups to organize our customers. For example, we
would like to have a group for each company, with several users
belonging to that group, so that they can share tickets, etc.

However, when I create a new group and attempt to add users to the
group, only privileged users appear on the list. I want to add
customers (not staff members) to the group.

How can I get our customers to show up on this list, so that I can add
them to the group?

Thank you,
Vance

Hello,

I have spent considerable time reading the Wiki and other documentation
to figure this out. We have an active installation of RT, and would
like to start using groups to organize our customers. For example, we
would like to have a group for each company, with several users
belonging to that group, so that they can share tickets, etc.

However, when I create a new group and attempt to add users to the
group, only privileged users appear on the list. I want to add
customers (not staff members) to the group.

How can I get our customers to show up on this list, so that I can add
them to the group?
Make them privileged, because you want give them privileges.
Privileged users are not only staff members.

Thank you,
Vance


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Best regards, Ruslan.

Hi Ruslan,

Thank you for the reply. The problem with making all of these users
privileged is that they then see a different “home” when they login.
For example, right now they can only see the tickets they own. As soon
as I make them privileged, they then see a list of tickets they own and
unowned tickets. Perhaps this is just another configuration option that
I need to change, to maintain the look of “home” between privileged and
unprivileged users?

In short, is there any way a user can be added to a group if they are
not privileged?

Regards,
VanceOn Tue, 2005-09-20 at 13:12 -0400, Ruslan Zakirov wrote:

On 9/20/05, Vance Vagell vance.vagell@audiumcorp.com wrote:

Hello,

I have spent considerable time reading the Wiki and other
documentation
to figure this out. We have an active installation of RT, and would
like to start using groups to organize our customers. For example,
we
would like to have a group for each company, with several users
belonging to that group, so that they can share tickets, etc.

However, when I create a new group and attempt to add users to the
group, only privileged users appear on the list. I want to add
customers (not staff members) to the group.

How can I get our customers to show up on this list, so that I can
add
them to the group?
Make them privileged, because you want give them privileges.
Privileged users are not only staff members.

Thank you,
Vance


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Download a free sample chapter from http://rtbook.bestpractical.com


Best regards, Ruslan.

Hi Ruslan,

Thank you for the reply. The problem with making all of these users
privileged is that they then see a different “home” when they login.
Yeah, SelfService.

For example, right now they can only see the tickets they own. As soon
as I make them privileged, they then see a list of tickets they own and
unowned tickets. Perhaps this is just another configuration option that
I think they see it only because you’ve configured your RT to show all
Queues/Tickets to privileged users. It’s better to manage rights of
your staff members via groups too.

I need to change, to maintain the look of “home” between privileged and
unprivileged users?

In short, is there any way a user can be added to a group if they are
not privileged?
There is one trick in RT you can use: mark user as privileged, add him
to group, make him unprivileged again. This is messy, but it works
because users still have rights via group membership even they
unprivileged.

I can’t say that it’s possible to limit privileged interface to
SelfService equivalent with rights management, but shure they can be
pretty close.

Regards,
Vance

Hello,

I have spent considerable time reading the Wiki and other
documentation
to figure this out. We have an active installation of RT, and would
like to start using groups to organize our customers. For example,
we
would like to have a group for each company, with several users
belonging to that group, so that they can share tickets, etc.

However, when I create a new group and attempt to add users to the
group, only privileged users appear on the list. I want to add
customers (not staff members) to the group.

How can I get our customers to show up on this list, so that I can
add
them to the group?
Make them privileged, because you want give them privileges.
Privileged users are not only staff members.

Thank you,
Vance


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Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Buy your copy of our new book, RT Essentials, today!

Download a free sample chapter from http://rtbook.bestpractical.com


Best regards, Ruslan.

Best regards, Ruslan.

Ruslan Zakirov wrote:

There is one trick in RT you can use: mark user as privileged, add him
to group, make him unprivileged again. This is messy, but it works

This is a trick, but IMO it’s also a bug. Un-privileging someone should
take away all of their rights or group memberships. Or you should at
least have the option of taking away group membership. As it is, they
don’t even appear in the membership list at all!

Rick R.

Vance Vagell vance.vagell@audiumcorp.com writes:
<-snip->

However, when I create a new group and attempt to add users to the
group, only privileged users appear on the list. I want to add
customers (not staff members) to the group.

How can I get our customers to show up on this list, so that I can add
them to the group?

Make a local copy of Admin/Elements/SelectNewGroupMembers and remove
the $users->LimitToPrivileged() statement.

See the wiki for details on how to make the local copy.

Espen Wiborg espenhw@ovitas.no
An ostrich’s eye is bigger than its brain.