Re: [rt-users] Pre-configure users "RT At A Glance" with specific

2017-02-15 Thread Cena, Stephen (ext. 300)
I've re-evaluated my permissions inside RT related to this issue and I think I 
have a solution/work around. If I grant ShowTicket globally, users are able to 
search & find what they are looking for so that might solve it.

Even without the permissions issue, I'm still curious about how you can have 
default RT At A Glance for specific user types. Example: End User and Support 
Staff. The Self-Service page (IMO) is too limited and I'd like to have some 
default widgets available to all users. Is there a way to preconfigure 
Dashboards/RT At A Glance per user and have the environments be unique?

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com


Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Cena, Stephen (ext. 300)
Let me try to explain a little better how we're set up:

We have 3 departments: Service A, Service B and Service C. The model the 
departments opted for was a 'dispatch' queue for all incoming tickets, and then 
the tickets get transferred to a work queue.
Service A has 2 dispatch queues and 1 work queue.
Service B has 3 dispatches queues and 8 work queues
Service C has 1 dispatch queue and 1 work queue.

The mandate from management is they want anyone with an active account inside 
RT to be able to view any ticket in any queue. So my "Employee" group has to 
include the members of Service A B and C which is causing the problem.

What I'm trying to do is create either dashboards or stock RT At A Glance per 
user so 95% of the time they only can see the things they can "work" on.

Does that help or have I muddied it more?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: 
hd-gene...@qvii.com
To report email issues: postmas...@qvii.com

From: Thomas Bätzler [mailto:t.baetz...@bringe.com]
Sent: Monday, February 13, 2017 11:27 AM
To: Cena, Stephen (ext. 300) ; 
'rt-users@lists.bestpractical.com' 
Subject: AW: Pre-configure users "RT At A Glance" with specific elements - 
Default Dashboards?

If all your users are seeing all of your queues "you're doing it wrong" ;-)



Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Thomas Bätzler
Hey Stephen,

 

*  We have an instance of RT that is shared across three departments.  Each
department only needs to be able to see specific queues. Due to the way
permissions work in RT, all the queues are visible. My idea to fix the
“display” problem is to rewrite some of the widgets to only include the
desired

*   queues (ex: 10 unonwned now is 10 tickets unowned in queues I should
see). Is there a way that I can pre-populate my users “RT At A Glance” with
specific elements that are germane to the specific user? (Dept A user gets
widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and

*   somehow instruct RT to use them as the “home screen”?

 

If all your users are seeing all of your queues “you’re doing it wrong” ;-)

 

It’s been a while since I set this up for our site, but assuming that you
have your users properly assigned to departmental groups, you can give the
“view queue” privilege per queue to whichever group needs to see that queue
in “admin queue” => “group rights”. Then make sure that the system
groups/roles don’t have that privilege. Be prepared to logout/login
frequently while you figure this out ;-)

 

A basic setup might look something like this:

 

System rights:

Everyone: comment, create, reply to tickets (nothing else).
This is needed so that Fred Customer can create a ticket via email without
being set up in RT.

Privileged/Unprivileged: nothing – it’s already covered  by
“everyone”.

 

Roles:

Nothing allowed per Role – we do this via user groups

 

User Groups:

dept/customer: View Queue, Summaries

admins: View Queue, lots of privileges

 

… but it really depends on what you’re trying to do. We’re an IT shop so we
have at least one queue per customer, and the guys who work with me have the
rights (if not the inclination ;-)) to do most anything. When you share RT
across multiple departments your requirements might force you to be a bit
more restrictive when giving out privileges. Just remember that RT might
cache permissions for the duration of a session.

 

MfG,

Thomas Bätzler

-- 

BRINGE Informationstechnik GmbH

Zur Seeplatte 12

D-76228 Karlsruhe

Germany

 

Fon: +49 721 94246-0

Fon: +49 171 5438457

Fax: +49 721 94246-66

Web: http://www.bringe.de/

 

Geschäftsführer: Dipl.-Ing. (FH) Martin Bringe

Ust.Id: DE812936645, HRB 108943 Mannheim



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Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Cena, Stephen (ext. 300)
Ken - Correct, but there's one thing I left out that might clear this up:

The company wants to make the RT installation "read only" to all corporate 
employees. This is where the "See everything" issue comes into play. Also, the 
way our tickets can move between queues causes extra 'visibility' as well.

Stephen Cena
Senior Systems Administrator 
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-gene...@qvii.com
To report email issues: postmas...@qvii.com


Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only 
members of that group can see/work on tickets in their queue. They do not see 
any other qeueus. I think you just need to look at your current ACLs more 
closely.

Regards,
Ken


Re: [rt-users] Pre-configure users "RT At A Glance" with specific elements - Default Dashboards?

2017-02-13 Thread Kenneth Marshall
On Mon, Feb 13, 2017 at 03:53:41PM +, Cena, Stephen (ext. 300) wrote:
> We have an instance of RT that is shared across three departments.  Each 
> department only needs to be able to see specific queues. Due to the way 
> permissions work in RT, all the queues are visible. My idea to fix the 
> "display" problem is to rewrite some of the widgets to only include the 
> desired queues (ex: 10 unonwned now is 10 tickets unowned in queues I should 
> see). Is there a way that I can pre-populate my users "RT At A Glance" with 
> specific elements that are germane to the specific user? (Dept A user gets 
> widgets A-J, Dept B gets A-D,K, etc) or can I create custom Dashboards and 
> somehow instruct RT to use them as the "home screen"?
> 
> Thanks!

Hi Stephen,

We do this with standard RT permissions. We put the users in a group, and only
members of that group can see/work on tickets in their queue. They do not see
any other qeueus. I think you just need to look at your current ACLs more
closely.

Regards,
Ken