[rt-users] Some Implementation Questions

[Kenneth Crocker]

AJ,

It works just like saved searches. You have to be a member of a specific
group in order to save a dashboard for the group. Just like you have to be a
member of a group to save a search for that group.

When you create a new dashboard, there is a drop-down selection for where
you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
you don't see anything except "My Dashboards", then you aren't a member of a
group, which is odd by itself. I truly hope you are not granting rights to
individuals. I hope you are only granting rights to groups and adding
members to those groups. Unless you only have a few users, the rights
maintenance for every individual user will be horrendous. Just a thought.

Kenn
LBNL

On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:

> Kenneth, thanks for your help.
>
> I know there are the Group Rights for the Group Dashboard. I am
> logging in as root, which has access to everything in the Global ->
> Group Rights section (which looks to be the same as the Groups-> Group
> Rights section). I still don't see where to go to create that Group
> Dashboard once I have those rights. I can create a personal or System
> dashboard, but not a Group one. Where is the option for this?
>
> Jarrad,
>
> >> 2.) Is there any way to include screenshots (or other images) in the
> >> ticket body? I see there is a multitude of options for rich text
> >> display, including a "paste from Word" but I don't see anything about
> >Just upload the image as an attachment.
>
> I know we can upload attachments, this would be fine for me
> personally, but the bigwigs just want to copy and paste directly into
> the body like they can with e-mail. Pasting into a file (which,
> knowing them, would be Word), saving it, then attaching it to the
> ticket is "too much work" and honestly I wouldn't want them to do it
> that way anyway. Technically speaking, maybe it would be a nice
> enhancement to automatically convert rich text images into
> attachments, the same way RT handles <img/> tags in HTML e-mail. Is
> this possible?
>
> Thanks again,
> AJ
>
> On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > AJ,
> >
> > Yes, yes, and yes.
> >
> > !) there are a number of ways to do this. You can modify the tickete
> create
> > html file to drop owners from the display OR simply write a global scrip
> to
> > force "Nobody" into the Owner field (a more simple answer).
> >
> > 2) Not much experience with it, but I believe so. I think I have a few
> users
> > thathave done that. I'll check it out.
> >
> > 3) You can set rights for Group Dashboards by goin to
> > Configuration->Group-=>FroupRights, There you will see all the rights
> > associated with Group Dashboards.
> >
> > If you have anymore questions, I'd be happy to help you out.
> >
> > Hope this helps.
> >
> > Kenn
> > LBNL
> >
> > On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com>
> wrote:
> >>
> >> Hello,
> >>
> >> We have just installed RT and are trying to roll it out to our
> >> internal folks. At a demo yesterday, some of our senior members had a
> >> number of questions about RT's capabilities. I was able to answer some
> >> based on research, but here are a couple outstanding ones I couldn't
> >> answer. Does anyone here know answers to some of these questions?
> >>
> >> 1.) We'd like to keep users who create tickets from being able to
> >> assign those tickets an owner. (The owner would be assigned either
> >> automatically via Scrips or manually via a separate queue manager.) I
> >> understand that the "Modify Ticket" priv keeps users from changing an
> >> existing ticket's owner, but it still seems to allow a user to create
> >> a ticket and immediately assign that new ticket an owner on the same
> >> screen. Is there a way we can remove that capability, or maybe even
> >> remove that owner drop-down from the new ticket display altogether?
> >>
> >> 2.) Is there any way to include screenshots (or other images) in the
> >> ticket body? I see there is a multitude of options for rich text
> >> display, including a "paste from Word" but I don't see anything about
> >> images. When pasting an image from Word, it just shows up blank,
> >> although the blank image is the correct size. It looks like it's
> >> trying real hard to make it work. Is this something that is being
> >> worked on, or is it technically not feasible?
> >>
> >> 3.) I see the group priv "Create Group Dashboard" but I don't see how
> >> one actually does create a Group Dashboard (as opposed to a personal
> >> or System dashboard). I can't find anything in the interface. Googling
> >> this feature yields nothing. Dashboads aren't in the RT Essentials
> >> book at all. Is there any reference out there for configuring Group
> >> Dashboards specifically?
> >>
> >> Thanks in advance,
> >> AJ
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100617/57ef0266/attachment.htm>