User Rights

Hello,

How should my rights be set so that our customers can view all tickets
within a queue associated with them, but nothing else (i.e. any of our
configurations?) Thanks for your help!

Regards,

Julie A. Kmetzo
E-business Coach, Inc.
Use the Internet to grow your business™

I’ve been struggling to find the right combination of access control
settings for a queue that will result in the following:

  • Users can submit tickets, and can see their own tickets.
  • Users cannot see other people’s tickets.
  • Admins can see all tickets.

The part I’m struggling with is that I can’ find away to allow the queue to
be visible in the drop-down box for the “create a ticket” interface without
seemingly allowing all of the tickets in the queue to be visible.

It strikes me I might be “going against the grain” of RT’s design again,
which means I should probably ask some for some experts to weigh in.

Thanks so much,
-Rob

The part I’m struggling with is that I can’ find away to allow the queue to
be visible in the drop-down box for the “create a ticket” interface without
seemingly allowing all of the tickets in the queue to be visible.

I believe you want to grant “See Queue” and “Create Ticket” but not “Show Ticket”

Best,
JEsse

The part I’m struggling with is that I can’ find away to allow the queue
to
be visible in the drop-down box for the “create a ticket” interface
without
seemingly allowing all of the tickets in the queue to be visible.

I believe you want to grant “See Queue” and “Create Ticket” but not “Show
Ticket”

Ah-ha. That lead me to the solution I was looking for. Thanks very much,
Jesse!

-Rob

Robert,

For that particular Queue, I would:

  1. Grant “CreateTicket” to “Everyone” or "Privileged, as you prefer.
  2. Grant “ShowQueue” to “Everyone” or "Privileged, as you prefer.
  3. Grant “ShowTicket” to the role “Requestor”.
  4. Grant “ShowTicket” and any other rights you want to the role “AdminCc”.

That should do it.

Kenn
LBNLOn 12/2/2009 9:54 AM, Robert Nesius wrote:

I’ve been struggling to find the right combination of access control
settings for a queue that will result in the following:

  • Users can submit tickets, and can see their own tickets.
  • Users cannot see other people’s tickets.
  • Admins can see all tickets.

The part I’m struggling with is that I can’ find away to allow the
queue to be visible in the drop-down box for the "create a ticket"
interface without seemingly allowing all of the tickets in the queue
to be visible.

It strikes me I might be “going against the grain” of RT’s design
again, which means I should probably ask some for some experts to
weigh in.

Thanks so much,
-Rob



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Robert,

For that particular Queue, I would:

  1. Grant “CreateTicket” to “Everyone” or "Privileged, as you prefer.
  2. Grant “ShowQueue” to “Everyone” or "Privileged, as you prefer.
  3. Grant “ShowTicket” to the role “Requestor”.
  4. Grant “ShowTicket” and any other rights you want to the role “AdminCc”.

That should do it.

Thanks Ken, between you and Jesse I got most of the way there, and the final
"ah-ha" just hit me.

I’ll share my learning/thoughts here in case it helps people in the future.

Basically, all of my employees are privileged users, so they get the “RT At
A Glance” (RT@AG) page. I have the “quick create” in the RT@AG page, so
that seemed logical. But when a customer’s ticket was assigned to an admin,
it was no longer visible on the RT@AG page because I don’t have “show
tickets” turned on for the general queue. However, clicking on “quick
search” and then typing “general” into the search box resulted in the
correct list of tickets being presented - the tickets owned by the
customer. However, expecting my end-users to jump through that many clicks
is expecting too much. I tried finding away to enable a “my tickets” portal
to RT@AG where “my” = “submitter”, but couldn’t find it. It finally
occurred to me the SelfService interface might have the “view” I’m looking
for, and sure enough it does. I see some mods on the wiki to add “If user
can’t own ticket redirect to self-service” functionality, which is probably
how I’ll go. However, a LINK to the self service page on the RT@AG page
would be handy. Even better - a portal/module for SelfService that I could
add to RT@AG would be slick.

In any case, I have a clear path to a usable end-state.

Thanks again for your help and advice!

-Rob

I have not managed user rights in a while so maybe I went brain dead.

But when I add a user shouldn’t I see a menu option for “User Rights”?
[cid:image001.jpg@01D09E10.2DC73640]

My current login is “Root”

The only place I see users right is when modifying the group rights.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”

Never mind I was brain dead.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
"Servicing North America with Local Care"From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bryon Baker
Sent: Wednesday, June 03, 2015 3:16 PM
To: ‘rt-users-request@lists.bestpractical.com’; RT Users (rt-users@lists.bestpractical.com)
Subject: [rt-users] User Rights

I have not managed user rights in a while so maybe I went brain dead.

But when I add a user shouldn’t I see a menu option for “User Rights”?
[cid:image001.jpg@01D09E14.F1FA4670]

My current login is “Root”

The only place I see users right is when modifying the group rights.

Thanks
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726 * 262-783-6261 ext. 2296
bbaker@copesan.commailto:cstephan@copesan.com
www.copesan.comhttp://www.copesan.com/
“Servicing North America with Local Care”