<div dir="ltr">I can definitely empathise with you on the resistance to adoption of new practices.<div><br></div><div>I wonder whether in your case, it might be more beneficial to initially subject the majority of your new users to the Self Service interface without the additional functionality, and perhaps provide a select few users with the full interface? Then, when there's some familiarity, bump everyone up to the full UI?</div>
<div><br></div><div>If that doesn't seem suitable, it's probably possible to hack at the underlying Self Service pages and give them the necessary functionality by copying things over from the full UI's pages. I haven't tried this myself before though.</div>
</div><div class="gmail_extra"><br><br><div class="gmail_quote">On 8 August 2014 22:24, Cena, Stephen (ext. 300) <span dir="ltr"><<a href="mailto:SJC@qvii.com" target="_blank">SJC@qvii.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<u></u>
<div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial">Alex - The biggest problem I have right now is idiocy. I've written an instruction manual on how to use RT here but nobody will read it, or "remember" anything
from it. I've tried simplifying their main pages to make the system easier. It's still too complicated. I had a user complain about not saving her ticket emails and was astonished to learn "Oh, I can log into the website and read my tickets? Wow!!". When
I tried out the Self Service side recently, it was perfect. It showed the users only what they needed in a very basic format. The wizard-like create-a-ticket made ticket creation easier. Access to Article Search is straightforward and simple. I could start
using those for a knowledge base here.Additionally, we are running RT for our Service Department and would like to put an Internet facing server up so our customers could use the Self Service site to manage issues for our products.</font></span></div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial"></font></span> </div>
<div dir="ltr" align="left"><span><font color="#0000ff" face="Arial">If it makes more sense to try and lock down/massage the default UI I'll go back to trying that. It's just been such an uphill battle here trying to get
the users to understand why the systems is in place and why its important for them to use it.</font></span></div><div class="">
<p><span lang="en-us"><font face="Arial">Stephen J. Cena</font></span> <br>
<span lang="en-us"><font face="Arial">Supervisor/Systems Administrator - MIS/IT Dept</font></span>
<br>
<span lang="en-us"><font face="Arial">Quality Vision International</font></span>
<br>
<span lang="en-us"><font face="Arial">850 Hudson Ave</font></span> <br>
<span lang="en-us"><font face="Arial">Rochester,NY 14620</font></span> <br>
<span lang="en-us"><font face="Arial">Phone: 585-544-0450 x300</font></span>
<br>
<span lang="en-us"><font face="Arial">* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *</font></span>
<br>
<span lang="en-us"><font face="Arial">Please report email problems to: <a href="mailto:postmaster@qvii.com" target="_blank">postmaster@qvii.com</a><br>
</font></span><br>
<span lang="en-us"><font face="Arial">QVII MIS/IT Dept - We do what we must because we can.<br>
"Thank you for helping us help you help us all."</font></span> <br>
<span lang="en-us"><font face="Arial">* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *</font></span>
</p>
<div> </div>
<br>
</div><div lang="en-us" dir="ltr" align="left">
<hr>
<font face="Tahoma"><b>From:</b> Alex Peters [mailto:<a href="mailto:alex@peters.net" target="_blank">alex@peters.net</a>] <br>
<b>Sent:</b> Thursday, August 07, 2014 9:19 PM<br>
<b>To:</b> Cena, Stephen (ext. 300)<br>
<b>Cc:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><div><div class="h5"><br>
<b>Subject:</b> Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC<br>
</div></div></font><br>
</div><div><div class="h5">
<div></div>
<div dir="ltr">I suspect that you'd achieve the functionality you require by bumping these users up to Privileged and giving them access to the full RT web interface rather than the Self Service mode.
<div><br>
</div>
<div>The full interface can still be quite locked down for some users by limiting their rights.</div>
<div><br>
</div>
<div>Is there any particular feature offered by the Self Service mode that you're wanting to provide to those users?</div>
</div>
<div class="gmail_extra"><br>
<br>
<div class="gmail_quote">On 7 August 2014 06:51, Cena, Stephen (ext. 300) <span dir="ltr">
<<a href="mailto:SJC@qvii.com" target="_blank">SJC@qvii.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT:1ex;MARGIN:0px 0px 0px 0.8ex;BORDER-LEFT:#ccc 1px solid">
Message: 10<br>
Date: Wed, 6 Aug 2014 12:53:59 -0400<br>
From: Kevin Falcone <<a href="mailto:falcone@bestpractical.com" target="_blank">falcone@bestpractical.com</a>><br>
To: <a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC<br>
Message-ID: <<a href="mailto:20140806165359.GU2988@jibsheet.com" target="_blank">20140806165359.GU2988@jibsheet.com</a>><br>
Content-Type: text/plain; charset="us-ascii"<br>
<br>
Kevin - What I mean is there are three check boxes: Everyone, Privileged, and Unprivileged. There are no checks in any box.<br>
<br>
Yes, my permissions are a bit too wide but it's because I'm tryign to debug the Self Service window. What I'm after is if you are the Requestor of the ticket, you should be able to reply, change state (close, open, etc), and files, and add people. If you got
included by the Requestor as a CC, then the rest of the editing should kick for you as well.<br>
<br>
Right now, my single Unprivileged user creates a ticket, but is only abble to Reply/Comment and that's all.<br>
<br>
<br>
On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote:<br>
><br>
> I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End
Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket.<br>
><br>
> When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks!<br>
<br>
I have no idea what "Unprivileged has not been explicitly set" means.<br>
You're either Privileged or Unprivileged. There is no other state a<br>
user can be in.<br>
<br>
You also say you grant ModifyTicket to everyone in the group? On<br>
what, the global or a queue? That means anyone can edit any ticket...<br>
<br>
Let's back up, you appear to have permissions that are too wide, yet<br>
you claim to not be able to edit the ticket. Maybe you misunderstand<br>
how ticket editing works in the self service UI? What do you expect,<br>
what do you see.<br>
<br>
-kevin<br>
<br>
<br>
Stephen J. Cena<br>
Supervisor/Systems Administrator - MIS/IT Dept<br>
Quality Vision International<br>
850 Hudson Ave<br>
Rochester,NY 14620<br>
Phone: 585-544-0450 x300<br>
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *<br>
Please report email problems to: <a href="mailto:postmaster@qvii.com" target="_blank">postmaster@qvii.com</a><br>
<br>
QVII MIS/IT Dept - We do what we must because we can.<br>
"Thank you for helping us help you help us all."<br>
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *<br>
<span><font color="#888888">--<br>
RT Training - Boston, September 9-10<br>
<a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br>
</font></span></blockquote>
</div>
<br>
</div>
</div></div></div>
</blockquote></div><br></div>