Kenn,
I'm not sure how to give you the info you're asking for but...
If I look under Configuration->Global->Group Rights, Everyone, into
the Rights for Staff tab I found that ModifySelf / "Modify one's own RT
account" is not checked currently. The same is true for Privileged and
Unprivileged. Should I start with enabling ModifySelf / "Modify one's
own RT account" for the Privileged Users group? For Everyone?
Right now the rights that are granted are the same for
Everyone/Privileged/Unprivileged entries are "Create tickets" and "Reply
to tickets"
Under the Global-User Rights we only have root and RT Admin
listed. They have the "Do anything and everything" right, logically enough.
Under the Configuration->Queues, into itsupport, there are no Users
listed for the User Rights. For Group Rights, Everyone has CreateTicket
and the Unprivileged have SeeQueue & ShowTicket.
-Scott
On 2/10/2012 6:07 PM, Kenneth Crocker wrote:
Scott,
I can, but it would be helpful to know how uyou have set up your
privileges, both Globally and by Queue. Also, in order for LDAP info
to get into a User, they must have the "ModifySelf" right applied.
OVerall, I think this is all a privileges problem.
Kenn
On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana
<[email protected]
<mailto:[email protected]>> wrote:
Hello RT Users,
To preface, I've got several years experience and training with
the Linux platform and PERL, but I'm completely new to RT; I've
done a few web searches and a three or four different google
searches of the email archive and can't find any insight into our
problem.
We're having a strange problem with our users in our two RT
instances, that we think are related. When our internal IT
Support instance of RT was created everything was working well for
some time, and we currently have RT configured to work with our
LDAP database for users and their credentials. However, new users
(new employees) trying to use RT are not able to get the same
functionality.
For example: one user can send in emails to the RT queue and
proceed normally. However if he tries to log in to the web
version, the RT system treats him like is associated with a
different queue than the rest of our users. When he tried to
create a ticket through the web RT would create the ticket in this
wrong queue, and he immediately got an error that he did not have
permissions to view his ticket.
RT creates an internal user for him, unlike the rest of our
employees who don't show up in the user list because they exist in
the configured LDAP. I disabled the (discontinued) queue, and
edited the user created form him to disassociate it from him
(rename, re-email, etc), and then had him try to log in again.
Again, RT created a user with his name/credentials in its own SQL
database instead of querying LDAP, and associated his user with
the now disabled queue. He can no longer create tickets because
the queue is disabled, and I can't figure out how to alter his
account to associate him with the proper queue.
Can anyone help me with this first problem?
--
N. Scott Pestana
IT Infrastructure
Linguamatics
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston --- March 5& 6, 2012
--
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466
Tel: +1-774-571-7135
US Tel: +1-617-674-3256
UK Tel: 011-44-1223-421360
UK Fax: 011-44-1223-421361
Web: www.linguamatics.com
--------
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 & 6, 2012
