[rt-users] Some Implementation Questions

Thu Jun 17 15:20:55 EDT 2010

AJ,

Why not just give yout UserId the SuperUSer privilege so you can sign on as
yourself and see everything as though you are root. You can also add
yourself to groups, etc. as well. Less hassle.

For me, once we have done an install, I sign on as root, grant myself the
SuperUser privilege then never bother with root again.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 11:36 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:

> Hi Kenn,
>
> Ah, that's what I was missing. You can create a Group Dashboard for
> only those groups you are a member of. I was playing around with Root,
> having every priv granted to it EXCEPT for groups, thinking it could
> do anything. Of course, regular users are granted to groups. I should
> probably also grant Root to an admin group and grant that group a
> member to every other group as well so root user(s) can truly do
> everything.
>
> Again, thanks for your help, didn't see this tidbit anywhere else.
>
> On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > AJ,
> >
> > It works just like saved searches. You have to be a member of a specific
> > group in order to save a dashboard for the group. Just like you have to
> be a
> > member of a group to save a search for that group.
> >
> > When you create a new dashboard, there is a drop-down selection for where
> > you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
> > you don't see anything except "My Dashboards", then you aren't a member
> of a
> > group, which is odd by itself. I truly hope you are not granting rights
> to
> > individuals. I hope you are only granting rights to groups and adding
> > members to those groups. Unless you only have a few users, the rights
> > maintenance for every individual user will be horrendous. Just a thought.
> >
> > Kenn
> > LBNL
> >
> > On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno <aj.ferrigno at gmail.com>
> wrote:
> >>
> >> Kenneth, thanks for your help.
> >>
> >> I know there are the Group Rights for the Group Dashboard. I am
> >> logging in as root, which has access to everything in the Global ->
> >> Group Rights section (which looks to be the same as the Groups-> Group
> >> Rights section). I still don't see where to go to create that Group
> >> Dashboard once I have those rights. I can create a personal or System
> >> dashboard, but not a Group one. Where is the option for this?
> >>
> >> Jarrad,
> >>
> >> >> 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
> >> >Just upload the image as an attachment.
> >>
> >> I know we can upload attachments, this would be fine for me
> >> personally, but the bigwigs just want to copy and paste directly into
> >> the body like they can with e-mail. Pasting into a file (which,
> >> knowing them, would be Word), saving it, then attaching it to the
> >> ticket is "too much work" and honestly I wouldn't want them to do it
> >> that way anyway. Technically speaking, maybe it would be a nice
> >> enhancement to automatically convert rich text images into
> >> attachments, the same way RT handles <img/> tags in HTML e-mail. Is
> >> this possible?
> >>
> >> Thanks again,
> >> AJ
> >>
> >> On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> >> wrote:
> >> > 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
> >> >
> >> >
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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