I think this will end up being a feature request. We add new queues frequently as we are gaining customers. For each of these queues, I need to assign the same rights to the same groups. Is there a way to import one groups rights from one queue to another? Some would use the word "clone". Global assigning isn't the answer for us, because we don't want the same rights across all of the queues, just those of a certain type.
Thank you, Peter -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, May 09, 2006 12:47 PM To: [email protected] Subject: RT-Users Digest, Vol 26, Issue 29 Send RT-Users mailing list submissions to [email protected] To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. RT-Crontool and userdefined code (Ben Blakely) 2. RE: Cannot assign ticket (William Catlan) 3. Re: [Rt-devel] RT-Crontool and userdefined code (Stephen Turner) 4. RE: Move tickets between queues (Stephen Turner) 5. Editing Wiki Pages: Don't Be Anonymous =] (Jim Meyer) 6. Re: Editing Wiki Pages: Don't Be Anonymous =] (Justin Findlay) ---------------------------------------------------------------------- Message: 1 Date: Tue, 9 May 2006 12:16:56 -0400 From: "Ben Blakely" <[EMAIL PROTECTED]> Subject: [rt-users] RT-Crontool and userdefined code To: <[EMAIL PROTECTED]> Cc: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- _______________________________________________ List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel Best Practical is hiring! Come hack Perl for us: http://bestpractical.com/about/jobs.html ------------------------------ Message: 2 Date: Tue, 9 May 2006 12:44:29 -0400 From: "William Catlan" <[EMAIL PROTECTED]> Subject: RE: [rt-users] Cannot assign ticket To: "Kenneth Crocker" <[EMAIL PROTECTED]> Cc: Ruslan Zakirov <[EMAIL PROTECTED]>, [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Kenn, Thanks for the details. Unfortunately, it doesn't work for me. What version of RT are you running? Bill -----Original Message----- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, May 08, 2006 8:56 PM To: William Catlan Cc: Ruslan Zakirov; [email protected] Subject: Re: [rt-users] Cannot assign ticket William Catlan wrote: > Kenn, > > I appreciate the confirmation that the feature works. I have tried a > number of different ways, including the more granular use of permissions > at the queue level. > > Can you share the exact permissions you give to a group to allow them to > assign an owner to a ticket using People -> Owner driop down, as well as > the exact permissions you give to a group to allow them to be assigned > a ticket? > > I think I've tried all reasonable configurations, and it is not working > for me. My version of RT is 3.4.5 ... what version are you running? > > Thanks, > > Bill > > > -----Original Message----- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Friday, May 05, 2006 2:21 PM > To: William Catlan > Cc: Ruslan Zakirov; [email protected] > Subject: Re: [rt-users] Cannot assign ticket > > William Catlan wrote: > >>> 3.6. Assigning a Ticket >>> >>> Tickets can have an owner-the user responsible for working on the >>> >>> >> ticket or >> >> >>> for coordinating the work. To assign a ticket to someone, go to the >>> >>> >> People >> >> >>> form from the ticket display page, and select the user from the Owner >>> drop-down list, as shown in Figure 3-7. This list contains the >>> >>> >> usernames of >> >> >>> all the users allowed to own tickets in the ticket's current queue. >>> >>> I try this, and only "Nobody" appears as an option. >>> >>> >> Grant right OwnTicket to groups/users who should be able to OwnTicket. >> http://wiki.bestpractical.com/?OwnTicket >> >> Thanks Ruslan. Of course, I did grant that right to a group, at both >> the Queue and Global levels, along with SeeQueue, but I still could >> > not > >> assign a ticket to someone in the group. >> >> I am hoping that someone will confirm this is a bug, or show me >> something I missed. >> >> Bill >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> [EMAIL PROTECTED] >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> We're hiring! Come hack Perl for Best Practical: >> > http://bestpractical.com/about/jobs.html > >> >> > Bill, > > If you already have a group with the correct permissions to see > a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the > world do you also grant any global rights at all? The whole point of > making a Queue have group specific rights allows much more specific > de-bugging when it comes to problems like this,. I think too many users > of RT use the "shotgun" approach to granting rights and privileges. > GLobal stuff just might be negateing any Queue specific group rights. > It's almost like a programmer who isnb't sure he checked for something > in his code so he puts the same code that does the checking all over the > > progrm. It's redundant and makes everything much more difficult to > debug. I think you need to go back to the drawing board on rights and > decide how to tighten up the rights by being specific, not global and > then see what you get and debug from there. That is how ours is set up > and we have 23 Queues (for individual IT software support groups ) and > more than twice than many groups (1 group for technical support of an > application and 1 group for the user - who get less rights). Plus, we > have created an approval workflow that allows for a specific Queue to > hande the review/approval/rejection process for several other Queues and > > ALL work and documentation stays with the original ticket number, even > though the original ticket make be moved to different Queues. This > cannot be done when you have a bunch of shotgun/global rights floating > around. Hopes this concept helps. > > Kenn > > Will, This will take a bit of time to walk thru but, here goes. First, we create a Queue (meaningful name - of course). Someone who is a superuser must do this. Then we set up globally (for each person assigned as the AdminCC of said Queue) one roght only "SeeConfigTab". This allows the AdminCc to administrate his own Queue. We also set up globally for "everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.). For global stuff, that's it. Now, create a group and name it for it's function pertaining to the Queue your going to give it rights to, ie. Queuename-Technicians, or Queuename-Support, Queuename-users. By creating groups, you save yourself the redundant effort of setting up individuals with the same rights to the same Queues. So. create a group. Then add some members. Remember, you can have any number of groups with different or the same rights to a Queue. Once you have created the group and populated it, give each group it's own set of priviliges as pertains to A single Queue. So you go into Configuration (the same superuser is doing this), then Queue, pick the Queue, then slip down to group rights (on the lefthand side of the screen) and click that. These rights all pertain to the Queue level only so we give everyone the right to see outgoing mail. Sometimes, depending on the group, we give privilidged user the right to create tickets (most of our Queue administrators don't want that. They want only specific groups to have that right). We don't allow unprivileged users anything. At the Role level (think of a role as a psuedo group) CC's are watchers (we give them seeQueue, seeTicket, ReplyToTicket, and Watch). Requestors are creators of tickets (we give them CreateTicket, if that hasn't been given to all privileged users, all of the CC stuff and maybe let them make or see comments, depending on if they are users or supporter or technicians). AdminCc gets it all except we don't let them create script or templates (we reserve that right for the System Administrator - keeps redundant scripts and stuff off the system). Then there are owners. We consider them the technicians or supports of a Queue so they get more rights as pertains their work (Comment on a ticket, create ticket, delete a ticket, own ticket, modify ticket, take a ticket and all the right given a requestor). Then, we grant a mix of rights to whatever groups we have created that will pertain to the Queue, just like we did with the roles (except, of course, the AdminCc). You can get a list of the rights and stuff on Wiki. I hope this help you figure it out. OH. Also, at the Queue level, we NEVER grant an individual ANY rights. Period. See ya. Kenn ------------------------------ Message: 3 Date: Tue, 09 May 2006 12:58:11 -0400 From: Stephen Turner <[EMAIL PROTECTED]> Subject: [rt-users] Re: [Rt-devel] RT-Crontool and userdefined code To: "Ben Blakely" <[EMAIL PROTECTED]>, <[EMAIL PROTECTED]> Cc: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii"; format=flowed At Tuesday 5/9/2006 12:16 PM, Ben Blakely wrote: > >Can anybody lead me in the right direction with this? I have created >some code that I would like to execute using >RT::Action::UserDefined.pm but im not to sure how to do it via >rt-crontool. Any help would be appreciated guys. > >Thanks, > >Ben We've got something set up that works like this: --action RT::Action::OurCustomAction and our action code is in local/lib/RT/Action/OurCustomAction.pm - we created this file based on one of the stock action modules. Steve ------------------------------ Message: 4 Date: Tue, 09 May 2006 14:55:49 -0400 From: Stephen Turner <[EMAIL PROTECTED]> Subject: RE: [rt-users] Move tickets between queues To: "Steven E. Ames" <[EMAIL PROTECTED]>, "RT-Users list" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii"; format=flowed At Monday 5/8/2006 04:18 PM, Steven E. Ames wrote: >That could work. Could you share your scrip? Here it is - it's a scrip on the receiving queue: Condition: On Queue Change Action: User Defined Template: Global blank Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->AddWatcher(Type => 'AdminCc', PrincipalId => $self->TransactionObj->CreatorObj->PrincipalId); return 1; ------------------------------ Message: 5 Date: Tue, 9 May 2006 12:40:37 -0700 From: "Jim Meyer" <[EMAIL PROTECTED]> Subject: [rt-users] Editing Wiki Pages: Don't Be Anonymous =] To: "RT Users Mailing List" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello! A small request from one (of many) who weeds spam from the wiki: when editing or creating a page, please consider setting a KwikiName rather than being an AnonymousGnome. It makes it easier to know I don't need to check your changes for spam. Thanks! --j -- Jim Meyer, Geek at Large [EMAIL PROTECTED] ------------------------------ Message: 6 Date: Tue, 9 May 2006 13:46:26 -0600 From: "Justin Findlay" <[EMAIL PROTECTED]> Subject: Re: [rt-users] Editing Wiki Pages: Don't Be Anonymous =] To: "RT Users Mailing List" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 5/9/06, Jim Meyer <[EMAIL PROTECTED]> wrote: > > A small request from one (of many) who weeds spam from the wiki: when > editing or creating a page, please consider setting a KwikiName rather > than being an AnonymousGnome. It makes it easier to know I don't need > to check your changes for spam. Bother. I thought AnonymousGnome was the special name that the wiki condescended to bestow upon me whenever I accessed the RT wiki anonymously from any computer anywhere in the world. (-: Justin ------------------------------ _______________________________________________ RT-Users mailing list [email protected] http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 26, Issue 29 **************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
