[rt-users] Import user and group rights across queues?
Peter Collins
pcollins at digifonica.com
Tue May 9 20:16:50 EDT 2006
I think this will end up being a feature request. We add new queues
frequently as we are gaining customers. For each of these queues, I need to
assign the same rights to the same groups. Is there a way to import one
groups rights from one queue to another? Some would use the word "clone".
Global assigning isn't the answer for us, because we don't want the same
rights across all of the queues, just those of a certain type.
Thank you,
Peter
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Today's Topics:
1. RT-Crontool and userdefined code (Ben Blakely)
2. RE: Cannot assign ticket (William Catlan)
3. Re: [Rt-devel] RT-Crontool and userdefined code (Stephen Turner)
4. RE: Move tickets between queues (Stephen Turner)
5. Editing Wiki Pages: Don't Be Anonymous =] (Jim Meyer)
6. Re: Editing Wiki Pages: Don't Be Anonymous =] (Justin Findlay)
----------------------------------------------------------------------
Message: 1
Date: Tue, 9 May 2006 12:16:56 -0400
From: "Ben Blakely" <BBlakely at blink.ca>
Subject: [rt-users] RT-Crontool and userdefined code
To: <rt-devel at lists.bestpractical.com>
Cc: rt-users at lists.bestpractical.com
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Message: 2
Date: Tue, 9 May 2006 12:44:29 -0400
From: "William Catlan" <wcatlan at doar.com>
Subject: RE: [rt-users] Cannot assign ticket
To: "Kenneth Crocker" <KFCrocker at lbl.gov>
Cc: Ruslan Zakirov <ruslan.zakirov at gmail.com>,
rt-users at lists.bestpractical.com
Message-ID:
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Kenn,
Thanks for the details. Unfortunately, it doesn't work for me. What
version of RT are you running?
Bill
-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
Sent: Monday, May 08, 2006 8:56 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket
William Catlan wrote:
> Kenn,
>
> I appreciate the confirmation that the feature works. I have tried a
> number of different ways, including the more granular use of
permissions
> at the queue level.
>
> Can you share the exact permissions you give to a group to allow them
to
> assign an owner to a ticket using People -> Owner driop down, as well
as
> the exact permissions you give to a group to allow them to be
assigned
> a ticket?
>
> I think I've tried all reasonable configurations, and it is not
working
> for me. My version of RT is 3.4.5 ... what version are you running?
>
> Thanks,
>
> Bill
>
>
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Friday, May 05, 2006 2:21 PM
> To: William Catlan
> Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Cannot assign ticket
>
> William Catlan wrote:
>
>>> 3.6. Assigning a Ticket
>>>
>>> Tickets can have an owner-the user responsible for working on the
>>>
>>>
>> ticket or
>>
>>
>>> for coordinating the work. To assign a ticket to someone, go to the
>>>
>>>
>> People
>>
>>
>>> form from the ticket display page, and select the user from the
Owner
>>> drop-down list, as shown in Figure 3-7. This list contains the
>>>
>>>
>> usernames of
>>
>>
>>> all the users allowed to own tickets in the ticket's current queue.
>>>
>>> I try this, and only "Nobody" appears as an option.
>>>
>>>
>> Grant right OwnTicket to groups/users who should be able to
OwnTicket.
>> http://wiki.bestpractical.com/?OwnTicket
>>
>> Thanks Ruslan. Of course, I did grant that right to a group, at both
>> the Queue and Global levels, along with SeeQueue, but I still could
>>
> not
>
>> assign a ticket to someone in the group.
>>
>> I am hoping that someone will confirm this is a bug, or show me
>> something I missed.
>>
>> Bill
>> _______________________________________________
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>>
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>>
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>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical:
>>
> http://bestpractical.com/about/jobs.html
>
>>
>>
> Bill,
>
> If you already have a group with the correct permissions to
see
> a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the
> world do you also grant any global rights at all? The whole point of
> making a Queue have group specific rights allows much more specific
> de-bugging when it comes to problems like this,. I think too many
users
> of RT use the "shotgun" approach to granting rights and privileges.
> GLobal stuff just might be negateing any Queue specific group rights.
> It's almost like a programmer who isnb't sure he checked for something
> in his code so he puts the same code that does the checking all over
the
>
> progrm. It's redundant and makes everything much more difficult to
> debug. I think you need to go back to the drawing board on rights and
> decide how to tighten up the rights by being specific, not global and
> then see what you get and debug from there. That is how ours is set up
> and we have 23 Queues (for individual IT software support groups ) and
> more than twice than many groups (1 group for technical support of an
> application and 1 group for the user - who get less rights). Plus, we
> have created an approval workflow that allows for a specific Queue to
> hande the review/approval/rejection process for several other Queues
and
>
> ALL work and documentation stays with the original ticket number, even
> though the original ticket make be moved to different Queues. This
> cannot be done when you have a bunch of shotgun/global rights floating
> around. Hopes this concept helps.
>
> Kenn
>
>
Will,
This will take a bit of time to walk thru but, here goes. First, we
create a Queue (meaningful name - of course). Someone who is a superuser
must do this. Then we set up globally (for each person assigned as the
AdminCC of said Queue) one roght only "SeeConfigTab". This allows the
AdminCc to administrate his own Queue. We also set up globally for
"everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.).
For global stuff, that's it. Now, create a group and name it for it's
function pertaining to the Queue your going to give it rights to, ie.
Queuename-Technicians, or Queuename-Support, Queuename-users. By creating
groups, you save yourself the redundant effort of setting up individuals
with the same rights to the same Queues. So. create a group.
Then add some members. Remember, you can have any number of groups with
different or the same rights to a Queue. Once you have created the group
and populated it, give each group it's own set of priviliges as pertains
to A single Queue. So you go into Configuration (the same superuser is doing
this), then Queue, pick the Queue, then slip down to group rights (on the
lefthand side of the screen) and click that. These rights all pertain to the
Queue level only so we give everyone the right to see outgoing mail.
Sometimes, depending on the group, we give privilidged user the right to
create tickets (most of our Queue administrators don't
want that. They want only specific groups to have that right). We don't
allow unprivileged users anything. At the Role level (think of a role as
a psuedo group) CC's are watchers (we give them seeQueue, seeTicket,
ReplyToTicket, and Watch). Requestors are creators of tickets (we give them
CreateTicket, if that hasn't been given to all privileged users, all of the
CC stuff and maybe let them make or see comments, depending on if they are
users or supporter or technicians). AdminCc gets it all except we don't let
them create script or templates (we reserve that right for the System
Administrator - keeps redundant scripts and stuff off the system). Then
there are owners. We consider them the technicians
or supports of a Queue so they get more rights as pertains their work
(Comment on a ticket, create ticket, delete a ticket, own ticket, modify
ticket, take a ticket and all the right given a requestor). Then, we grant a
mix of rights to whatever groups we have created that will pertain to the
Queue, just like we did with the roles (except, of course, the AdminCc). You
can get a list of the rights and stuff on Wiki. I hope this help you figure
it out. OH. Also, at the Queue level, we NEVER grant an individual ANY
rights. Period. See ya.
Kenn
------------------------------
Message: 3
Date: Tue, 09 May 2006 12:58:11 -0400
From: Stephen Turner <sturner at MIT.EDU>
Subject: [rt-users] Re: [Rt-devel] RT-Crontool and userdefined code
To: "Ben Blakely" <BBlakely at blink.ca>,
<rt-devel at lists.bestpractical.com>
Cc: rt-users at lists.bestpractical.com
Message-ID: <6.2.3.4.2.20060509125416.034b3878 at po14.mit.edu>
Content-Type: text/plain; charset="us-ascii"; format=flowed
At Tuesday 5/9/2006 12:16 PM, Ben Blakely wrote:
>
>Can anybody lead me in the right direction with this? I have created
>some code that I would like to execute using
>RT::Action::UserDefined.pm but im not to sure how to do it via
>rt-crontool. Any help would be appreciated guys.
>
>Thanks,
>
>Ben
We've got something set up that works like this:
--action RT::Action::OurCustomAction
and our action code is in local/lib/RT/Action/OurCustomAction.pm - we
created this file based on one of the stock action modules.
Steve
------------------------------
Message: 4
Date: Tue, 09 May 2006 14:55:49 -0400
From: Stephen Turner <sturner at MIT.EDU>
Subject: RE: [rt-users] Move tickets between queues
To: "Steven E. Ames" <sames at officescape.com>, "RT-Users list"
<rt-users at lists.bestpractical.com>
Message-ID: <6.2.3.4.2.20060509145506.034b3228 at po14.mit.edu>
Content-Type: text/plain; charset="us-ascii"; format=flowed
At Monday 5/8/2006 04:18 PM, Steven E. Ames wrote:
>That could work. Could you share your scrip?
Here it is - it's a scrip on the receiving queue:
Condition: On Queue Change
Action: User Defined
Template: Global blank
Custom action preparation code:
return 1;
Custom action cleanup code:
$self->TicketObj->AddWatcher(Type => 'AdminCc', PrincipalId =>
$self->TransactionObj->CreatorObj->PrincipalId);
return 1;
------------------------------
Message: 5
Date: Tue, 9 May 2006 12:40:37 -0700
From: "Jim Meyer" <purp at acm.org>
Subject: [rt-users] Editing Wiki Pages: Don't Be Anonymous =]
To: "RT Users Mailing List" <rt-users at lists.bestpractical.com>
Message-ID:
<c09f2f8a0605091240udfdef3fh55bc2518e2832b99 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Hello!
A small request from one (of many) who weeds spam from the wiki: when
editing or creating a page, please consider setting a KwikiName rather
than being an AnonymousGnome. It makes it easier to know I don't need
to check your changes for spam.
Thanks!
--j
--
Jim Meyer, Geek at Large purp at acm.org
------------------------------
Message: 6
Date: Tue, 9 May 2006 13:46:26 -0600
From: "Justin Findlay" <jfindlay at gmail.com>
Subject: Re: [rt-users] Editing Wiki Pages: Don't Be Anonymous =]
To: "RT Users Mailing List" <rt-users at lists.bestpractical.com>
Message-ID:
<86ba12520605091246g5da7081ey5bea0b1004f8f137 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
On 5/9/06, Jim Meyer <purp at acm.org> wrote:
>
> A small request from one (of many) who weeds spam from the wiki: when
> editing or creating a page, please consider setting a KwikiName rather
> than being an AnonymousGnome. It makes it easier to know I don't need
> to check your changes for spam.
Bother. I thought AnonymousGnome was the special name that the wiki
condescended to bestow upon me whenever I accessed the RT wiki
anonymously from any computer anywhere in the world. (-:
Justin
------------------------------
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