[rt-users] Some Implementation Questions

[Kenneth Crocker]

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete create
html file to drop owners from the display OR simply write a global scrip to
force "Nobody" into the Owner field (a more simple answer).

2) Not much experience with it, but I believe so. I think I have a few users
thathave done that. I'll check it out.

3) You can set rights for Group Dashboards by goin to
Configuration->Group-=>FroupRights, There you will see all the rights
associated with Group Dashboards.

If you have anymore questions, I'd be happy to help you out.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:

> Hello,
>
> We have just installed RT and are trying to roll it out to our
> internal folks. At a demo yesterday, some of our senior members had a
> number of questions about RT's capabilities. I was able to answer some
> based on research, but here are a couple outstanding ones I couldn't
> answer. Does anyone here know answers to some of these questions?
>
> 1.) We'd like to keep users who create tickets from being able to
> assign those tickets an owner. (The owner would be assigned either
> automatically via Scrips or manually via a separate queue manager.) I
> understand that the "Modify Ticket" priv keeps users from changing an
> existing ticket's owner, but it still seems to allow a user to create
> a ticket and immediately assign that new ticket an owner on the same
> screen. Is there a way we can remove that capability, or maybe even
> remove that owner drop-down from the new ticket display altogether?
>
> 2.) Is there any way to include screenshots (or other images) in the
> ticket body? I see there is a multitude of options for rich text
> display, including a "paste from Word" but I don't see anything about
> images. When pasting an image from Word, it just shows up blank,
> although the blank image is the correct size. It looks like it's
> trying real hard to make it work. Is this something that is being
> worked on, or is it technically not feasible?
>
> 3.) I see the group priv "Create Group Dashboard" but I don't see how
> one actually does create a Group Dashboard (as opposed to a personal
> or System dashboard). I can't find anything in the interface. Googling
> this feature yields nothing. Dashboads aren't in the RT Essentials
> book at all. Is there any reference out there for configuring Group
> Dashboards specifically?
>
> Thanks in advance,
> AJ
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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