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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Ken, thanks for your time. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>While the below looks really good both in the sense that it
appears to be consistent and in the sense you've laid it all out for me, could
I get someone else's opinion on it? <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Ruslan or Jesse perhaps?<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>If it all looks good, then maybe (it could get posted|I could
post it) to the wiki as an example?<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Thanks,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Josh<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<br /><br /><FONT size=2 face=Verdana><STRONG>Josh Narins</STRONG></FONT><BR><BR><FONT size=1
face=Verdana>Director of Application Development<BR>SeniorBridge<BR>845 Third Ave<br/>
7th Floor<BR>New York, NY 10022 <br/>
Tel: (212) 994-6194 <br/>
Fax: (212) 994-4260 <br/>
Mobile:
(917) 488-6248<BR>jnarins@seniorbridge.com<BR><A
href="http://www.seniorbridge.com/">seniorbridge.com</A></FONT><BR><BR><IMG
border=0 hspace=0 alt=SeniorBridge align=baseline
src="http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif"></FONT><div style='border:none;border-left:solid blue 1.5pt;padding:0in 0in 0in 4.0pt'>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth
Crocker<br>
<b>Sent:</b> Friday, October 22, 2010 12:50 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] General permissions question<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'>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:<o:p></o:p></p>
<ul type=disc>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l2 level1 lfo1'>Privileged:<o:p></o:p></li>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>CreateOwnDashboard<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>CreateSavedSearch<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>DeleteOwnDashboard<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>EditSavedSearch<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>ForwardMessage<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>LoadSavedSearch<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>ModifyOwnDashboard<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>ModifySelf<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>SeeOwnDashboard<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>* SeeQueue (<i>you might want this only at
a "Queue" level</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>ShowSavedSearch<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>* ShowTicket (<i>you might want this only
for "Roles" and the "support" group</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>SubscribeDashboard<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l2 level2 lfo1'>Watch<o:p></o:p></li>
</ul>
</ul>
<p class=MsoNormal>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)<o:p></o:p></p>
<ul type=disc>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l1 level1 lfo2'>Everyone:<o:p></o:p></li>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l1 level2 lfo2'>ReplyToTicket<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l1 level2 lfo2'>CreateTicket<o:p></o:p></li>
</ul>
</ul>
<p class=MsoNormal style='margin-bottom:12.0pt'>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.<o:p></o:p></p>
<ul type=disc>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l0 level1 lfo3'>Roles:<o:p></o:p></li>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level2 lfo3'>Owner;<o:p></o:p></li>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<ul type=square>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ModifyTicket (a no brainer)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>* SeeQueue & ShowTicket Comments, etc
if not by group<o:p></o:p></li>
</ul>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level2 lfo3'>AdminCc (<i>we use AdminCc like a
"Queue Manager</i>);<o:p></o:p></li>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<ul type=square>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>AdminUsers (<i>Sys Admin only?</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>AdminCustomFields (<i>Sys Admin only?</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>AssignCustomFields (<i>we don't want just
anyone messing with these</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ModifyACL (<i>you may want to keep this at
the "Queue" level or not at all and just let
"SuperUsers" do it</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ModifyOwnMembership<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ModifyQueueWatchers (<i>you may want to
keep this at the "Queue" level or not at all and just let
"SuperUsers" do it</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ModifyScrips (<i>you may want to keep this
at the "Queue" level or not at all and just let
"SuperUsers" do it</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ModifyTemplate (<i>you may want to keep
this at the "Queue" level or not at all and just let
"SuperUsers" do it</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ShowACL (<i>you may want to keep this at
the "Queue" level or not at all and just for
"SuperUsers"</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>SeeCustomFields (<i>ditto</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>SeeGroup<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>* SeeQueue & ShowTicket Comments, etc
if not by group (<i>SuperUser</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ShowConfigTab (<i>Sys Admin only?</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ShowScrips (<i>Sys Admin only?</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ShowTemplate (<i>Sys Admin only?</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>StealTicket (<i>you may want to keep this
at the "Queue" level or let Support group do it</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>WatchAsAdminCc<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'><i>You might want to put some of these
rights at the Queue level</i><o:p></o:p></li>
</ul>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level2 lfo3'>Cc;<o:p></o:p></li>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<ul type=square>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>SeeQueue (<i>if not given to
"Privileged"</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ShowTicket (<i>if not given to "Privileged"</i>)<o:p></o:p></li>
</ul>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level2 lfo3'>Requestor<o:p></o:p></li>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<ul type=square>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>SeeQueue (<i>if not given to
"Privileged" or Support Group</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l0 level3 lfo3'>ShowTicket (<i>if not given to
"Privileged" or Support Group</i>)<o:p></o:p></li>
</ul>
</ul>
</ul>
<p class=MsoNormal style='margin-bottom:12.0pt'>
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.<o:p></o:p></p>
<ul type=disc>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l3 level1 lfo4'>User-Defined Groups:<o:p></o:p></li>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level2 lfo4'>SystemAdmin;<o:p></o:p></li>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<ul type=square>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>SuperUser<o:p></o:p></li>
</ul>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level2 lfo4'>Technical-Support (you may want to keep
some of these rights for this group at the "Queue" level)<o:p></o:p></li>
</ul>
</ul>
<ul type=disc>
<ul type=circle>
<ul type=square>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>CommentOnTicket<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>DeleteTicket<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>ModifyCustomField (may want this at the
"Queue" level)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>ModifyTicket (<b><i>ONLY</i></b><i> if you
want members of the group to be able to modify <b>someone else's ticket</b></i>
- Owners already have this right)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>OwnTicket<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>SeeCustomField<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>ShowOutgoingEmail<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>ShowTicket<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>ShowTicketComments<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>StealTicket (<i>you may want to keep this
at the "Queue" level</i>)<o:p></o:p></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:
auto;mso-list:l3 level3 lfo4'>TakeTicket<o:p></o:p></li>
</ul>
</ul>
</ul>
<p class=MsoNormal style='margin-bottom:12.0pt'><br>
Well, anyway, I'm sure you can get the gist of this. Hope this helps.<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
<div>
<p class=MsoNormal>On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins <<a
href="mailto:jnarins@seniorbridge.com">jnarins@seniorbridge.com</a>> wrote:<o:p></o:p></p>
<div>
<div>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I
have three classes of users, I'm wondering if my privileges/groups setup is
what RT intends.<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Class
1: Administrators. These three people can do anything.<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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.<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Class
3: People who create tickets via email and don't need to do anything but reply
via email.<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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.<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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.<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Does
that sound about right?<o:p></o:p></p>
</div>
<p class=MsoNormal style='margin-bottom:12.0pt'><br>
<br>
<b><span style='font-size:10.0pt;font-family:"Verdana","sans-serif"'>Josh Narins</span></b><br>
<br>
<span style='font-size:7.5pt;font-family:"Verdana","sans-serif"'>Director of
Application Development<br>
SeniorBridge<br>
845 Third Ave<br>
7th Floor<br>
New York, NY 10022 <br>
Tel: (212) 994-6194 <br>
Fax: (212) 994-4260 <br>
Mobile: (917) 488-6248<br>
<a href="mailto:jnarins@seniorbridge.com" target="_blank">jnarins@seniorbridge.com</a><br>
<a href="http://www.seniorbridge.com/" target="_blank">seniorbridge.com</a></span><br>
<br>
<b>Error! Filename not specified.</b><o:p></o:p></p>
<div class=MsoNormal align=center style='text-align:center'>
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