On 8-7-2014 20:20, Karres, Dean wrote: > > RT 4.2.3 > > RedHat Enterprise Linux 6.5 > > > > > > Hi > > > > I have installed RT as a test in hopes of eventually replacing our > home-built ticketing system soon-ish. I have RT installed and have a > basic configuration that allows anyone in our AD to login. For the > moment there is an RT "root" user and my AD account. I have looked in > the wiki and the mailing list archive and see a lot about AD issues > but not his... or I don't know enough to know what I am looking for yet. > > > > If I login as the rt-root user and go to Admin > Users there is a list > of "Privileged users". This list only shows the rt-root user. If I > then search for my AD account I can see my account and that under > "Access control" the box for "Let this user be granted rights > (Privileged)" is checked. Shouldn't this/my account show up in the > Admin > Users: "Privileged users" list? > Yes I would think so, it does at my site.
> > > I have seen some threads that talk about an auto create config > option. Is the situation that plain AD users are not "real" RT user > accounts by default? > Read etc/RT_Config, either on the server you installed RT on or on the bestpractical.com site > > > Our situation is that of an IT HelpDesk for a large facility. > Hundreds of plain AD users should be able to submit tickets and do > unprivileged RT actions. A much smaller group of folks, the HelpDesk > folks, need to be able to do the real RT work: assign tickets, move > them into queues, etc. > > > > > > I have another unrelated newbie setup question as well. I work for a > large facility and again my main focus is replacing an ancient ticket > system in my group. I can easily imagine that over time other > departments/groups in the facility may want their own RT services. > Are there docs that can tell me what to do now to prepare for > multi-department use? Should each unit have their own install & > config? Can one instance service multiple units with undoubtedly > unique needs? > > > > I think so, create groups and queues and assign the correct rights. Try to stay away from the global rights because once given can't be revoked on a group level. Joop
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