[rt-users] Private Groups in RT v4.0.x or equivalent?

Kenneth Crocker kfcrocker at lbl.gov
Wed Oct 26 11:50:41 EDT 2011


Richard,

All of this can be done without the need of the virtual user. It seems
redundant to me. Emails can be sent to all members of a group, all members
can steal without the need of a virtual user.

Kenn
LBNL

On Wed, Oct 26, 2011 at 4:01 AM, Richard Clark <noc at fohnet.co.uk> wrote:

> On Wed, Oct 26, 2011 at 12:30:20PM +0200, Carlos Garcia Montoro wrote:
> > As far as I know, I have never seen something like "private" groups
> > since we began using RT with version 3.8.x On the other hand you
> > have groups in which you can add the users you want.
> >
> > I would advice you to create a group with proper privileges and to
> > add in this group the users you need, instead of create a generic
> > user and spread credentials. If you do what you propose, you cannot
> > know who has done what, and every time you need to remove a user
> > from this generic group, you will need to change its password and
> > distribute the new one to all the users.
> >
> > Hope this helps. Regards,
> > Carlos
> >
> > David escribió:
> > >
> > >Hi, I have a group of staff in a department that want to
> > >collaborate on some ticket(s) resolution. I was going to add a
> > >generic user, create a private group and add the particular staff
> > >to that private group. Ownership of any tickets that are going to
> > >be collaborated on would be given to the generic user. But I can't
> > >find private groups in the new install of RT 4.0.2. Until very
> > >recently we have been using 3.6 so I've lost my way.
> > >
> > >Is there a better method than the one I was going to use? I'm
> > >guessing that private groups has been depreciated in RT v4, if so
> > >is there an equivalent?
> > >
> > >Thanks.
> > >
> > >
> > >David.
> > >--------
>
> What I do is create a group as normal with appropriate permissions -
> membership
> of this group is populated using a script, from an LDAP group in our
> directory that corresponds to this group.
>
> I then create a virtual user within RT that is also a member of this
> group. This user has no password and is never used to log in via the web
> interface - the email address corresponding to that user goes to a group
> email address, and so gets sent to all users within that LDAP group.
>
> Therefore, when a ticket gets assigned to the virtual group user,
> everyone in that group gets notifications and sees email threads as
> normal.
>
> Users within the group can steal it from the virtual group user as
> normal, or they can have a workflow where it stays owned by that virtual
> user and they only need to steal it upon closure.
>
> One consideration with this approach is that some scrips may need
> updating to avoid duplicate email notifications (one received via the
> virtual group user, another received as an adminCC).
>
> There are a couple of ways of achieving this - we have a standard naming
> convention for these virtual group users, so we just need a simple regex
> matching this in instances where we need to avoid duplicate mails going
> out.
>
>
> --
> Richard Clark
> richard at fohnet.co.uk
>
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