[rt-users] managing ldap users / RT-Authen-ExternalAuth question

[Kenneth Crocker]

Val,

First of all, "SeeQueue" doesn't really have anything to do with "seeing"
tickets. It merely gives user the ability to see a Queue they might want to
create a ticket in, and then, they still have to have "CreateTicket". To
"SeeTickets", there s few rights you can grant. 1) grant the "ShowTicket"
right to see general info on a ticket. 2) grant "ShowTicketComments" to
allow the user to see any comments made on the ticket. "ShowTicket doesn't
include this ability. 3) grant "SeeOutgoingEmail" to allow the user to see
the email that is in a ticket and 4) grant "SeeCustomField" (usually at the
group level) to see any Custom Fields in the TIcket. We usually grant all
these to user-defined groups of user with the same interest in a particular
Queue. Further, if you don't want everyone to see everyone else's business,
grant these rights to the Requestor's role instead of a Users group. Of
course, you're going to want Owners or a User-defined group of support users
(those that can "take", "own" and "modify" a ticket in a Queue) all of those
rights as well.
Hope this helps.

Kenn
LBNL

On Wed, Sep 29, 2010 at 8:46 AM, Val Polyakov <val at polyakov.me> wrote:

> Hi,
>
> My RT-Authen-ExternalAuth works - as in, I can login to RT using my active
> directory username/password.
>
> however, when I login using my AD account I don't see many things. I only
> see open tickets / closed tickets / new ticket  on the left side there..
>
> how can I give the ability to view all queues to authenticated users, for
> instance? I tried doing this in config -> global -> group rights:
> SeeQueue to Everyone
> but that didn't seem to help..
>
>
> also, another question:
>
> if I go to configuration -> users I only see root there. I don't see the
> LDAP account that I successfully logged in with previously. Why?
>
> My RT_SiteConfig.pm and externalauth's RT_SiteConfig.pm are attached
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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