[rt-users] Projects, groups, users, and priveledges

[Ken Crocker]

Yan,

Definitely possible. I would set up a Queue for each department. For 
each Queue, set up the AdminCc as the person to manage the tickets 
(modify ACL, add watchers, steal tickets, etc.). Then create a Users 
group that can see the Queue, look at ticket info in the Queue but not 
modify any tickets. Then create a Support group of users that can own 
tickets, add comments, etc. Grant the SeeQueue, ShowTicket, & 
ReplyToTicket right to the Requestors for the Queue and ModifyTicket to 
the AdminCc and Owners. Populate each group accordingly. Your global 
rights should be well-thought out based on your work-flow (I have some 
recommendations I keep for my Admin teams). Each project should be a 
ticket and all tasks under that project should be children/DependsonBy 
to that parent/project ticket.
 This is just a short summary of what I would do. If you send me more 
complete details of your work-flow, I'll be happy to send you some 
detailed suggestions.

Kenn
LBNL

On 2/3/2010 12:41 PM, SEINER Yan wrote:
>
> I'm just starting out with RT; I used it many years ago but I've 
> forgotten just about everything...
>
>  
>
> We want to set up a small pilot to see if it will work for our needs.
>
>  
>
> We have:
>
>  
>
> Departments
>
> Projects
>
> Users
>
>  
>
> We need to be able to set up security so that a user from a specific 
> department can only have access to tickets from specific projects.  In 
> other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob, 
> and Maintenance, Engineering, and Design.
>
>  
>
> Bob is working on projects 1 and 2, Steve on projects 1 and 3, and Joe 
> on 2 and 3.  Bob needs to see all Design, Engineering, and Maintenance 
> tickets that pertain to his projects, but he must not see any tickets 
> at all for project 3.  Steve can only see tickets for Maintenance on 
> his two projects, and occasionally maintenance tickets for 2.  Joe 
> needs to see all tickets for Design regardless of project, but only 
> Engineering tickets for his two projects, and none for Maintenance.
>
>  
>
> I seem to be short a category in RT as it only has users and groups, 
> and not sub-groups or projects.  Is anything like this possible?
>
>  
>
> Or is the trick to set up groups for both projects and departments, 
> and then assign membership in both?  But then is it possible to 
> require tickets so that a user needs to be a member of 2 groups in 
> order to see the ticket?
>
>  
>
>  
>
>  
>
> *Yan Seiner, PE*
> *Civil Engineer*
>
> Environmental Services Division 
> <http://www.ci.springfield.or.us/ESD/index.htm>
> *City of Springfield* Public Works
> 225 Fifth Street, Springfield, Oregon 97477
>
> *Metropolitan Wastewater Management Commission (MWMC)*
>
> *Tel: 541-736-7124*
>
>  
>
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