Josh,<br><br>We never grant rights to individual users, too much maintenance. I agree with Jesse (DUH!) to create a SuperUSer Group like "System Admins", then another called "Technical Support". I'd set rights as follows:<br>
<br>Global System Rights:<br><br><ul><li>Privileged:<br></li><ul><li>CreateOwnDashboard</li><li>CreateSavedSearch</li><li>DeleteOwnDashboard</li><li>EditSavedSearch</li><li>ForwardMessage</li><li>LoadSavedSearch</li><li>ModifyOwnDashboard</li>
<li>ModifySelf</li><li>SeeOwnDashboard</li><li>* SeeQueue (<i>you might want this only at a "Queue" level</i>)<br></li><li>ShowSavedSearch</li><li>* ShowTicket (<i>you might want this only for "Roles" and the "support" group</i>)</li>
<li>SubscribeDashboard</li><li>Watch</li></ul></ul>This set will allow all users rights to their own Searches, Searches saved for groups they are in & Dashboards set up subscriptions for any Dashboard they have access to & modify themselves & add watchers to tickets they are watchers on (basically, add Cc's)<br>
<ul><li>Everyone:</li><ul><li>ReplyToTicket</li><li>CreateTicket<br></li></ul></ul>This allows anyone to create a ticket and reply to email if sent to them from RT. If you have some form of externalAuth going on, that will keep the spam out.<br>
<br><ul><li>Roles:</li><ul><li>Owner;</li><ul><li>ModifyTicket (a no brainer)</li><li>* SeeQueue & ShowTicket Comments, etc if not by group<br></li></ul><li>AdminCc (<i>we use AdminCc like a "Queue Manager</i>);<br>
</li><ul><li>AdminUsers (<i>Sys Admin only?</i>)</li><li>AdminCustomFields (<i>Sys Admin only?</i>)</li><li>AssignCustomFields (<i>we don't want just anyone messing with these</i>)<br></li><li>ModifyACL (<i>you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it</i>)<br>
</li><li>ModifyOwnMembership</li><li>ModifyQueueWatchers (<i>you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it</i>)</li><li>ModifyScrips (<i>you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it</i>)</li>
<li>ModifyTemplate (<i>you may want to keep this at the "Queue" level or not at all and just let "SuperUsers" do it</i>)</li><li>ShowACL (<i>you may want to keep this at the "Queue" level or not at all and just for "SuperUsers"</i>)</li>
<li>SeeCustomFields (<i>ditto</i>)</li><li>SeeGroup</li><li>* SeeQueue & ShowTicket Comments, etc if not by group (<i>SuperUser</i>)</li><li>ShowConfigTab (<i>Sys Admin only?</i>)</li><li>ShowScrips (<i>Sys Admin only?</i>)</li>
<li>ShowTemplate (<i>Sys Admin only?</i>)</li><li>StealTicket (<i>you may want to keep this at the "Queue" level or let Support group do it</i>)</li><li>WatchAsAdminCc</li><li><i>You might want to put some of these rights at the Queue level</i><br>
</li></ul><li>Cc;</li><ul><li>SeeQueue (<i>if not given to "Privileged"</i>)<br></li><li>ShowTicket (<i>if not given to "Privileged"</i>)</li></ul><li>Requestor</li><ul><li>SeeQueue (<i>if not given to "Privileged" or Support Group</i>)<br>
</li><li>ShowTicket (<i>if not given to "Privileged" or Support Group</i>)</li></ul></ul></ul> Since your "Users" that create tickets will only use email, these two rights above would allow them to see ONLY their tickets if they were to ever sign into the WebUI.<br>
<br><ul><li>User-Defined Groups:</li><ul><li>SystemAdmin;</li><ul><li>SuperUser</li></ul><li>Technical-Support (you may want to keep some of these rights for this group at the "Queue" level)<br></li><ul><li>CommentOnTicket</li>
<li>DeleteTicket</li><li>ModifyCustomField (may want this at the "Queue" level)<br></li><li>ModifyTicket (<i><b>ONLY</b> if you want members of the group to be able to modify <b>someone else's ticket</b></i> - Owners already have this right)</li>
<li>OwnTicket<br></li><li>SeeCustomField</li><li>ShowOutgoingEmail</li><li>ShowTicket</li><li>ShowTicketComments</li><li>StealTicket (<i>you may want to keep this at the "Queue" level</i>)</li><li>TakeTicket<br>
</li></ul></ul></ul><br>Well, anyway, I'm sure you can get the gist of this. Hope this helps.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins <span dir="ltr"><<a href="mailto:jnarins@seniorbridge.com">jnarins@seniorbridge.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div link="blue" vlink="purple" lang="EN-US">
<div>
<p class="MsoNormal">I have three classes of users, I'm wondering if my privileges/groups
setup is what RT intends.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Class 1: Administrators. These three people can do anything.</p>
<p class="MsoNormal">Class 2: People who log into RT and own and resolve tickets.
Each is only going to be working with 1-3 queues out of 10-15 queues total.</p>
<p class="MsoNormal">Class 3: People who create tickets via email and don't need
to do anything but reply via email.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Right now I'm thinking class 1 and class 2 should be
"privileged" users, and by AdminCCs on the particular queues they are
interested in. In addition, the three superusers will have, as a User Right,
the "Super User" privilege.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Class 3 won't be users which are seen via Configuration->Users.
I still haven't figured out if they count as "Everybody" or
"Unprivileged." I'd like them to be able to view any ticket (although
I suspect they will rarely use such a power) so I'm giving them ShowTicket and
ShowComment and a few other minor privileges.</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal">Does that sound about right?</p>
</div>
<br><br><font face="Verdana" size="2"><b>Josh Narins</b></font><br><br><font face="Verdana" size="1">Director of Application Development<br>SeniorBridge<br>845 Third Ave<br>
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