[rt-users] So confused on group and user rights?

[Jake Conk]

Benjamin,

Thanks, I'm glad I'm not the only one feeling confused about rights in
RT :) After a little fiddling around I notice I wasn't seeing my own
tickets created because an admin had to go and assign the person who
wrote the ticket as the owner of the ticket then they appeared in my
unprivileged user's home page.

I'm not exactly agreeing with the way this system works now. By
default if I create a ticket then I should be able to see all the
tickets I created in my home page under "My open tickets", to me that
makes perfect logical sense. I think I've wasted too many work days on
trying to figure out this ticket system and it doesn't work the way I
thought ticket systems should work. It could be that I'm too dumb to
figure this out but I hope thats not the case lol.

I just tried OTRS (http://www.otrs.org) and I was able to get that up
and configured the way I need to in about 15 minutes! The clients see
what they need to see and the admins see what they need to see! It
makes perfect sense and just works.

Maybe I'll come back to RT another day but thanks for your help guys,
I really appreciate you guys trying to help me get RT configured the
way I need it but I guess RT is just not for me.

Thanks,
- Jake

On Jan 10, 2008 6:16 AM, Benjamin Weser <weser at osp-dd.de> wrote:
> But it sounds like a bug to me that he's able to create a ticket
> although he doesn't see a queue. What if there is more than one queue?
> Where will the ticket be created? I thought "SeeQueue" is mandatory to
> create Tickets using the web interface of RT.
>
> Sometimes I feel like Jake: confused about the rights in RT ;)
>
>
> Drew Barnes wrote:
> > They can't see the queue in the list because they don't have SeeQueue
> > rights.
> >
> > Jake Conk wrote:
> >> Hello,
> >>
> >> So I'm struggling trying to figure out user and group permissions. I
> >> was told that all users need the right "Let this user be granted
> >> rights" so that they can create tickets but when I give a user that
> >> permission then they no longer have the link "New ticket".
> >>
> >> I activated Create Ticket, Reply To Ticket, Show Ticket, and Show
> >> Ticket Comments on ALL groups and roles as an act of desperation for
> >> trying to figure this out and still cannot create a ticket with this
> >> user.
> >>
> >> I then revoked "Let this user be granted rights" and the New Ticket
> >> link was there again and I was able to create a ticket but next to the
> >> Queue field its just "()" even though I have a queue created. I hit
> >> "Create ticket" and the ticket was created under my only queue but why
> >> doesn't my Queues show up properly for create a ticket and why cant I
> >> create a ticket with this user when give the right "Let this user be
> >> granted rights"?
> >>
> >> Also my custom fields for do not show up to the ticket page even
> >> though I select Ticket under "Applies to".
> >>
> >> Can someone give me a simple guide on the basic work flow when using
> >> this system to create a user who simply creates tickets?
> >>
> >> Thanks,
> >> - Jake
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