Why would I want to

Give a group AdminCC on a Queue and assign Queue right to the AdminCC
Role instead of just assign Queue rights to the Group?

Just trying to design a new rights schema to replace the spaghetti we
currently have and while I understand what the Watcher Roles do, I can’t
see clearly why you’d want to assign rights via them …

PK

Philip Kime
NOPS Systems Architect
310 401 0407

Give a group AdminCC on a Queue and assign Queue right to the AdminCC Role
instead of just assign Queue rights to the Group?
http://wiki.bestpractical.com/?Rights

Just trying to design a new rights schema to replace the spaghetti we
currently have and while I understand what the Watcher Roles do, I can’t see
clearly why you’d want to assign rights via them …
Tickets inherit role rights from queues they belong to, so users on
the Cc list of a ticket have rights you granted to the queue Cc role.
Consider queue ‘support’, support department and development
department. You grant all privileges (ModifyTicket and other) to owner
role and OwnTicket+SeeQueue+ShowTicket right to support team on the
queue. So now people from support department can see every ticket in
the queue, but can reply and change a ticket only when they become an
owner of the ticket. Also you grant right ‘Watch’ to developers group
and ShowTicket, ShowTicketComments, CommentOnTicket to Cc role of the
queue. So an owner of a ticket (member of the support team) can add
developers to the Cc list of the ticket. After supporter has added a
watcher, watcher can comment on the ticket and only after.

PK


Philip Kime
NOPS Systems Architect
310 401 0407


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Best regards, Ruslan.

I suppose I don’t understand why you would add the “Watch” right to the
developers Group since all that does according to the documentation is
allow members of the Group to add themselves as CC on tickets in the
support Queue? I thought that the developers Group could be added as a
watcher on a ticket by anyone with ModifyTicket, even if the Group
didn’t have Watch right? I tried it and I can add a user without Watch
right as CC to a queue.
Yep. You’re right. May be developers really don’t need right to add
themself as Cc, but the right can be useful for managers of the
support department, so they could watch any ticket in the queue and
comment to tickets.

I see you understand how it works then it’s subject to you decide how
to configure your RT instance.

PS: Please, always Cc to the list so other people could read and comment.

PK

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: 17 May 2006 20:02
To: Philip Kime
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Why would I want to …

Give a group AdminCC on a Queue and assign Queue right to the AdminCC
Role instead of just assign Queue rights to the Group?
http://wiki.bestpractical.com/?Rights

Just trying to design a new rights schema to replace the spaghetti we
currently have and while I understand what the Watcher Roles do, I
can’t see clearly why you’d want to assign rights via them …
Tickets inherit role rights from queues they belong to, so users on the
Cc list of a ticket have rights you granted to the queue Cc role.
Consider queue ‘support’, support department and development department.
You grant all privileges (ModifyTicket and other) to owner role and
OwnTicket+SeeQueue+ShowTicket right to support team on the queue. So now
people from support department can see every ticket in the queue, but
can reply and change a ticket only when they become an owner of the
ticket. Also you grant right ‘Watch’ to developers group and ShowTicket,
ShowTicketComments, CommentOnTicket to Cc role of the queue. So an owner
of a ticket (member of the support team) can add developers to the Cc
list of the ticket. After supporter has added a watcher, watcher can
comment on the ticket and only after.

PK


Philip Kime
NOPS Systems Architect
310 401 0407


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Community help: http://wiki.bestpractical.com Commercial support:
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Best regards, Ruslan.

Best regards, Ruslan.

I think that the problem I see is that the Watcher Roles do two things -
they mean that people get certain email notifications and they also
provide a mechanism for rights application. If one needs/wants to keep
these separate, it can be confusing. For example, if you want some
people to get email about a certain Queue/Ticket, a CC or AdminCC Right
is useful but if you also apply Rights through these Roles, it’s a
problem if you only want them to be able to look at the emails and not
have any more Rights on the Queue/Ticket. My situation is more like
this, I have one Queue per department and two groups per queue:

Queue x
Group x
Group x-ADMIN

If a user is a member of Group x-ADMIN, they are also a member of Group
x, to save duplication of Rights between these two groups.

Group x-ADMIN has a few more rights on Queue x than Group x. So I rarely
need permissions on the CC or AdminCC roles and was trying to work out
how these Roles fit in to my schema. Group x has AdminCC on Queue x so
all mail about all tickets is seen by all members of the group. In this
scenario, applying the Rights through the AdminCC role and adding Group
x to this role has the following consequences, it seems:

If I need another Group y to have Rights on Queue x which differ from
the Rights Group x has on Queue x, then there are two possible problems.

  1. If Group y needs more Rights, these Rights have to be added to the
    Group y for Queue x, not on the AdminCC Role otherwise Group x gets them
    too. This defeats the object of applying the rights through the AdminCC
    Role and things start to get messy.

  2. If Group y needs less Rights and Rights are applied through the
    AdminCC role of Queue x, this isn’t possible.

Applying the Rights directly to the Groups for Queue x means different
groups can have different Rights on the Queue and if they both have the
(Rights-less) AdminCC role too, they both get the emails.

Dear RTers,

I have a setup of rt-3.4.5 with mod_perl-1.29, apache_1.3.33, Oracle 10.2g. It has
been running fine since the last few months. However, it just started complaining - giving me an Internal Server Error. Right now, I am unable to do anything. Once in a while, after a few refreshes, the home page comes up ok.

Apache logs revealed: child pid exit signal Segmentation fault (11)

Any suggestions on how to proceed?

Thanks a million!!
JP.

Most probably you’ve updated perl and didn’t rebuild mod_perl, DBI and
DBD::Oracle.On 5/18/06, JP Chilumula cjayaprakashreddy@yahoo.com wrote:

Dear RTers,

I have a setup of rt-3.4.5 with mod_perl-1.29, apache_1.3.33, Oracle 10.2g.
It has
been running fine since the last few months. However, it just started
complaining - giving me an Internal Server Error. Right now, I am unable to
do anything. Once in a while, after a few refreshes, the home page comes up
ok.

Apache logs revealed: child pid exit signal Segmentation fault (11)

Any suggestions on how to proceed?

Thanks a million!!
JP.


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

Best regards, Ruslan.