[rt-users] RT-Users Digest, Vol 54, Issue 81

[Kenneth Crocker]

Ryan,


	I'm stumped. See if you can download RTx-Matrix and use that tool. It 
is REALLY helpful whaen trying to understand who can do what and why.


Kenn
LBNL

On 9/24/2008 11:01 AM, Ryan Stepalavich wrote:
> Ok. Give me a sec to plow through your questions.
> 
> - We don't have RTx-Matrix
> - She can add/remove/resolve/comment on/etc. all tickets in the queue. 
> Even ones that aren't hers.
> - She has no global permissions. She has full administrator privileges 
> (We just selected all possible options and hit "Submit" for testing) to 
> her local queue.
> - She was not added via RT e-mail.
> 
> This issue popped up about two weeks ago. She's been using RT since 
> 2006. The logs don't show anything exploding over the past couple of weeks.
> 
> -Ryan
> 
> 
> Kenneth Crocker wrote:
>> Ryan,
>>
>>
>>     Now you really have my curiosity piqued. I'm usually pretty good 
>> on the permissions stuff. Is she able to perform other functions in a 
>> queue, like add a comment or reply to an email or even modify a 
>> ticket? Also, it would help if you could give me a breakdown of the 
>> global and queue-based permissions you have set. DO you have 
>> RTx-Matrix? That could also help. Did you add her as a user or was she 
>> added automatically by RT via email or something? IF she wasn't added 
>> via WebUI, then perhaps the permissions box hasn't been checked. 
>> Anyway, let me know this stuff, I'm anxious to figure it out.
>>
>>
>> Kenn
>> LBNL
>>
>> On 9/24/2008 9:12 AM, Ryan Stepalavich wrote:
>>> Kenn,
>>>
>>> She's doing a simple search. Owner = $USER, Status = Open. It's 
>>> really ANY custom search that she runs. I made sure she cleared out 
>>> the search window before creating a new one, but that doesn't seem to 
>>> help any.
>>>
>>> -Ryan
>>>
>>>
>>>
>>>
>>>
>>> -Ryan,
>>> -
>>> -
>>> -    What is the information she is trying to get? If she is trying 
>>> to pull -a Custom Field from tickets in the queue and she does not 
>>> have -"SeeCustomField" for that CF, then it won't work. Permissions 
>>> are part -of the checks Query goes thru for seeing data. Hope this 
>>> helps.
>>> -
>>> -Kenn
>>> -LBNL
>>>
>>>
>>>
>>
> 
>