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Kenn,<br>
I'm not sure how to give you the info you're asking for but...<br>
<br>
If I look under Configuration->Global->Group Rights,
Everyone, into the Rights for Staff tab I found that ModifySelf /
"Modify one's own RT account" is not checked currently. The same is
true for Privileged and Unprivileged. Should I start with enabling
ModifySelf / "Modify one's own RT account" for the Privileged Users
group? For Everyone?<br>
<br>
Right now the rights that are granted are the same for
Everyone/Privileged/Unprivileged entries are "Create tickets" and
"Reply to tickets"<br>
<br>
Under the Global-User Rights we only have root and RT Admin
listed. They have the "Do anything and everything" right, logically
enough.<br>
<br>
Under the Configuration->Queues, into itsupport, there are no
Users listed for the User Rights. For Group Rights, Everyone has
CreateTicket and the Unprivileged have SeeQueue & ShowTicket.<br>
<br>
-Scott<br>
<br>
On 2/10/2012 6:07 PM, Kenneth Crocker wrote:
<blockquote
cite="mid:CAOtpkahBf+Q=vO+8Msk1daOy=w08brDTA63pjzOdRCBNziK9=w@mail.gmail.com"
type="cite">Scott,<br>
<br>
I can, but it would be helpful to know how uyou have set up your
privileges, both Globally and by Queue. Also, in order for LDAP
info to get into a User, they must have the "ModifySelf" right
applied. OVerall, I think this is all a privileges problem.<br>
<br>
Kenn<br>
<br>
<div class="gmail_quote">On Fri, Feb 10, 2012 at 12:45 PM, Scott
Pestana <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:scott.pestana@linguamatics.com">scott.pestana@linguamatics.com</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
Hello RT Users,<br>
To preface, I've got several years experience and training
with the Linux platform and PERL, but I'm completely new to
RT; I've done a few web searches and a three or four different
google searches of the email archive and can't find any
insight into our problem.<br>
<br>
We're having a strange problem with our users in our two RT
instances, that we think are related. When our internal IT
Support instance of RT was created everything was working well
for some time, and we currently have RT configured to work
with our LDAP database for users and their credentials.
However, new users (new employees) trying to use RT are not
able to get the same functionality.<br>
<br>
For example: one user can send in emails to the RT queue
and proceed normally. However if he tries to log in to the
web version, the RT system treats him like is associated with
a different queue than the rest of our users. When he tried
to create a ticket through the web RT would create the ticket
in this wrong queue, and he immediately got an error that he
did not have permissions to view his ticket.<br>
RT creates an internal user for him, unlike the rest of
our employees who don't show up in the user list because they
exist in the configured LDAP. I disabled the (discontinued)
queue, and edited the user created form him to disassociate it
from him (rename, re-email, etc), and then had him try to log
in again. Again, RT created a user with his name/credentials
in its own SQL database instead of querying LDAP, and
associated his user with the now disabled queue. He can no
longer create tickets because the queue is disabled, and I
can't figure out how to alter his account to associate him
with the proper queue.<br>
<br>
Can anyone help me with this first problem?<span
class="HOEnZb"><font color="#888888"><br>
<br>
-- <br>
N. Scott Pestana<br>
IT Infrastructure<br>
Linguamatics<br>
<br>
--------<br>
RT Training Sessions (<a moz-do-not-send="true"
href="http://bestpractical.com/services/training.html"
target="_blank">http://bestpractical.com/services/training.html</a>)<br>
* Boston March 5 & 6, 2012<br>
</font></span></blockquote>
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<br>
<br>
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<pre wrap="">--------
RT Training Sessions (<a class="moz-txt-link-freetext" href="http://bestpractical.com/services/training.html">http://bestpractical.com/services/training.html</a>)
* Boston — March 5 & 6, 2012</pre>
</blockquote>
<br>
<div class="moz-signature">-- <br>
N. Scott Pestana<br>
IT Infrastructure<br>
Linguamatics<br>
275 Grove Street, Suite 2-400<br>
Newton, MA 02466<br>
<br>
Tel: +1-774-571-7135<br>
<br>
US Tel: +1-617-674-3256<br>
UK Tel: 011-44-1223-421360<br>
UK Fax: 011-44-1223-421361<br>
Web: <a class="moz-txt-link-abbreviated" href="http://www.linguamatics.com">www.linguamatics.com</a> <br>
<br>
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