[rt-users] Users, groups and queries

[James Mohr]

Hi All!

I create a user named "jimmo". I then click "configuration-> users->select 
users. I have a list of "Privileged users" but this user does not appear. 
Digging through the documentation I discovered that that "Privileged users" 
means that the person is not only allowed to create tickets but actually use 
the product. It seems that the only way to get access to a non-priviledged 
user is to search for it. When I try to search without any criterial, I get 
the list of "Privileged users". Is there any way to get a list of all users?

When assigning group membership, the only way you can do it is through the 
group. That is, if you have 10 groups and you create a new employee 
("Privileged user") you must go through all 10 group individually to assign 
this user to all of the groups. Is that correct? 

Is there any way of assigning "all rights" on a particular queue to a specific 
group? Is there any way of assigning "blocks" of rights (other than selecting 
them individually)  For example, it does not seem logically to me that 
someone can be the owner of call without being able to modify it. So I would 
like to be able to allow a user to assign a block like "administer ticket", 
which would allow me to do thing to the ticket. 

I assigned a ticket to a particular user and now want to assign it to a 
different user. However, I get the message "You can only reassign tickets 
that you own or that are unowned." This is assigned to the queue Network and 
members of the Network group have rights to Steal and Take the ticket. In 
fact, the group has all rights to the queue. I am doing this as the root 
user, so my assumption would be that by default this user has the right to do 
everything. In any event, the root user has all rights to this queue. I have 
tried to assign the ticket to both root and a different user with the same 
results. 

I googled on this error and found many others with  the same problem (mostly 
older version). One refences pointed me to the TicketOwnershipPermissions 
page on the RTWiki. Reading through the page seems to indicate that I should 
be able to re-assign the call, but still I cannot.

When I click on either "Tickets", "New Query" or "Query Builder", I am brought 
to what appears to be the exact same screen. This does not seem logical to 
me. Why would there be three links, one right after the other that brings you 
to the same screen?

Regards,

Jim Mohr
-- 
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