Re: [rt-users] Help with RT permissions
Tom, In addition to SeeQueue, you have to grant CreateTicket. The two work hand-in-hand for WebUI. Kenn LBNL On 6/8/2008 10:51 PM, Tom Smith wrote: Thank you for the reply, Ruslan. :-) What I have tried to do is give Privileged SeeQueue and Requestor ShowTicket. I thought that if I did this, everyone who has Let this user be granted rights would be able to see every queue and that Requestors would only be able to see their own tickets. This logic works except that the queues will not display in Quick search. For example, if a user logs in who has these rights and tickets that they are listed as the Requestor of, they cannot see any queues in Quick search--even if they click Edit, there are no queues listed to be selected. If the same user, however, goes to Simple Search and types in their email address, their tickets appear and they can view the them--the query executed is ( Requestor LIKE '[EMAIL PROTECTED]' ) Are there any fallacies in the way that I'm thinking about this? On Jun 7, 2008, at 9:49 AM, Ruslan Zakirov wrote: Here is logic. To be a requestor user has to request something, but to do that he should be able to see a queue. So it's strange to grant SeeQueue right to Requestor roles. The truth is that we even don't check user's relations with tickets when we check rights on queues. On Fri, Jun 6, 2008 at 4:16 AM, Tom Smith [EMAIL PROTECTED] wrote: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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 -- Best regards, Ruslan. ___ 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 ___ 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
Re: [rt-users] Help with RT permissions
Thank you for the reply, Ruslan. :-) What I have tried to do is give Privileged SeeQueue and Requestor ShowTicket. I thought that if I did this, everyone who has Let this user be granted rights would be able to see every queue and that Requestors would only be able to see their own tickets. This logic works except that the queues will not display in Quick search. For example, if a user logs in who has these rights and tickets that they are listed as the Requestor of, they cannot see any queues in Quick search--even if they click Edit, there are no queues listed to be selected. If the same user, however, goes to Simple Search and types in their email address, their tickets appear and they can view the them--the query executed is ( Requestor LIKE '[EMAIL PROTECTED]' ) Are there any fallacies in the way that I'm thinking about this? On Jun 7, 2008, at 9:49 AM, Ruslan Zakirov wrote: Here is logic. To be a requestor user has to request something, but to do that he should be able to see a queue. So it's strange to grant SeeQueue right to Requestor roles. The truth is that we even don't check user's relations with tickets when we check rights on queues. On Fri, Jun 6, 2008 at 4:16 AM, Tom Smith [EMAIL PROTECTED] wrote: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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 -- Best regards, Ruslan. ___ 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
Re: [rt-users] Help with RT permissions
Here is logic. To be a requestor user has to request something, but to do that he should be able to see a queue. So it's strange to grant SeeQueue right to Requestor roles. The truth is that we even don't check user's relations with tickets when we check rights on queues. On Fri, Jun 6, 2008 at 4:16 AM, Tom Smith [EMAIL PROTECTED] wrote: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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 -- Best regards, Ruslan. ___ 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
Re: [rt-users] Help with RT permissions
Hi Tom, I'm not sure if it works but try to assign SeeQueue to privileged and SeeTicket for requestors and owners. Ben Tom Smith schrieb: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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 ___ 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
Re: [rt-users] Help with RT permissions
Tom, Try this: Privileged; CreateSavedSearch, EditSavedSearch, LoadSavedSearch, ModifySelf, ShowSavedSearch, SeeQueue, ReplyToTicket. Owner: CommentOnTicket, CreateTicket, ModifyCustomField, ModifyTicket, SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments, TakeTicket (maybe StealTIcket if you want to allow that). Requestor: SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments (maybe*). We usually put most of the Owners' rights in a support group (of which the owner is in) and set aside ModifyTicket for the owner only. But we have over 150 queues and many, many support groups so we don't want a lot of global rights out there waiting to be abused. We grant most of the rights to groups. What I gave you will allow ANY Privileged user to see all queues and create/edit/save queries on any queue/ticket they have the ShowTicket right to. The Owner will be able to do all that PLUS he can modify all parts of the ticket (the ability to modify a custom field is NOT included in the ModifyTIcket right). Requestors will be able to see ALL parts of a ticket (ShowTicket right does NOT include the ShowOutgoingEmail or ShowCustomField or ShowCOmments rights). Hope this helps. Kenn LBNL On 6/5/2008 5:16 PM, Tom Smith wrote: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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 ___ 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
Re: [rt-users] Help with RT permissions
Thank you for the response Ben. I did try that but it didn't work--the users were unable to see any queues on the RT at a glance page. On Jun 6, 2008, at 12:19 AM, Benjamin Weser wrote: Hi Tom, I'm not sure if it works but try to assign SeeQueue to privileged and SeeTicket for requestors and owners. Ben Tom Smith schrieb: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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 ___ 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
[rt-users] Help with RT permissions
Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ 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
