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<p class="MsoNormal">RT 4.2.3<o:p></o:p></p>
<p class="MsoNormal">RedHat Enterprise Linux 6.5<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hi<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I have installed RT as a test in hopes of eventually replacing our home-built ticketing system soon-ish. I have RT installed and have a basic configuration that allows anyone in our AD to login. For the moment there is an RT “root” user
and my AD account. I have looked in the wiki and the mailing list archive and see a lot about AD issues but not his… or I don’t know enough to know what I am looking for yet.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">If I login as the rt-root user and go to Admin > Users there is a list of “Privileged users”. This list only shows the rt-root user. If I then search for my AD account I can see my account and that under “Access control” the box for “<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white">Let
this user be granted rights (Privileged)” is checked. Shouldn’t this/my account show up in the
</span>Admin > Users: “Privileged users” list?<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I have seen some threads that talk about an auto create config option. Is the situation that plain AD users are not “real” RT user accounts by default?
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Our situation is that of an IT HelpDesk for a large facility. Hundreds of plain AD users should be able to submit tickets and do un<span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white">privileged
RT actions. A much smaller group of folks, the HelpDesk folks, need to be able to do the real RT work: assign tickets, move them into queues, etc.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white">I have another unrelated newbie setup question as well. I work for a large facility and again my main focus is replacing an ancient ticket system
in my group. I can easily imagine that over time other departments/groups in the facility may want their own RT services. Are there docs that can tell me what to do now to prepare for multi-department use? Should each unit have their own install & config?
Can one instance service multiple units with undoubtedly unique needs?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white">Thanks<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";color:black;background:white">Dean</span><o:p></o:p></p>
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