I just installed RT today, and I can’t quite figure out what kind of
user privileges I want. It seems like I want a combination of
things. As background:
- RT 3.4.2
- Planned use: Help Desk/Trouble ticket application
I have 3 classes of users:
- Admin
- Staff
- Users
Admin is self-explanatory (I hope) – they should be able to do
anything/everything.
Staff should be able to do normal things: take tickets, modify,
resolve, comment, etc.
Users: I would like them to be able to
- see all tickets
- be able to reply to, close/re-open and set the due date on tickets
they are the requestor for or cc’d on - NOT comment on
- NOT take
- Get the nice “my open tickets” view if they don’t want to see
everything (like the one unprivileged users get) - get the nice “my closed tickets” view (ditto)
I currently have users as privileged but with no ability to take
tickets or comment, but I still get the ‘take’ and ‘comment’ links. I
like that with unprivileged users, the staff gets to see a summary of
the requestor (“More about Joe Casadonte”).
So, am I crazy in what I want? Thanks for the help!
Regards,
joe
Joe Casadonte
jcasadonte@northbound-train.com