Hello everyone, i am new with request tracker and am trying to understand how RT handles permissions.
We are an insurance company with a small helpdesk team (3 support guys and myself as manager) We use exchange 2007 as email and i have configured the external auth extension to handle authentication. We want two methods for users to report tickets: they can send an email or login to the RT site with their active directory login. This works fine and the account gets autocreated, i have AutoCreateNonExternalUsers and UserAutoCreateDefaultsOnLogin set to 1. My first question is, should the regular users be privileged or unprivileged? I just want those users to be able to report tickets through mail and the website. They should be able to only see their tickets and reply them. I have read the book (including the helpdesk examples) and the documentation, and i was leaning to make all users privileged, but then they can see the rt at a glance site "owned" tickets and such. So now i am leaning through unprivileged accounts. I am trying to use the Assets extension (1.01), and i have configured one catalog with 5 custom fields, and set permissions on the catalog. The privileged users can see their assets on the rt at a glance page. Since i am leaning for unprivileged accounts (i don't want to see the "10 highest priority cases i own", or "10 recent tickets without owner" or such). But when i put my sample user account as unprivileged, the following happens: -Can't seem to find a way to put the "my assets" on the selfservice page, so the only way to see the asset is to manually search for it or click on the asset menu. -When using the "create linked ticket" option from the asset menu, i don't see the "assets" tab. If i do the same from my helpdesk account (which belongs on a group) i get a blank assets tab instead, even when my group has the 3 basic permissions see assets, see catalogs, see custom fields. I appreciate any help. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
