[rt-users] Problems with new users

[Scott Pestana]

Kenn,
     I'm not sure how to give you the info you're asking for but...

     If I look under Configuration->Global->Group Rights, Everyone, into 
the Rights for Staff tab I found that ModifySelf / "Modify one's own RT 
account" is not checked currently.  The same is true for Privileged and 
Unprivileged.  Should I start with enabling ModifySelf / "Modify one's 
own RT account" for the Privileged Users group?  For Everyone?

     Right now the rights that are granted are the same for 
Everyone/Privileged/Unprivileged entries are "Create tickets" and "Reply 
to tickets"

     Under the Global-User Rights we only have root and RT Admin 
listed.  They have the "Do anything and everything" right, logically enough.

     Under the Configuration->Queues, into itsupport, there are no Users 
listed for the User Rights.  For Group Rights, Everyone has CreateTicket 
and the Unprivileged have SeeQueue & ShowTicket.

-Scott

On 2/10/2012 6:07 PM, Kenneth Crocker wrote:
> Scott,
>
> I can, but it would be helpful to know how uyou have set up your 
> privileges, both Globally and by Queue. Also, in order for LDAP info 
> to get into a User, they must have the "ModifySelf" right applied. 
> OVerall, I think this is all a privileges problem.
>
> Kenn
>
> On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana 
> <scott.pestana at linguamatics.com 
> <mailto:scott.pestana at linguamatics.com>> wrote:
>
>     Hello RT Users,
>        To preface, I've got several years experience and training with
>     the Linux platform and PERL, but I'm completely new to RT; I've
>     done a few web searches and a three or four different google
>     searches of the email archive and can't find any insight into our
>     problem.
>
>        We're having a strange problem with our users in our two RT
>     instances, that we think are related.  When our internal IT
>     Support instance of RT was created everything was working well for
>     some time, and we currently have RT configured to work with our
>     LDAP database for users and their credentials.  However, new users
>     (new employees) trying to use RT are not able to get the same
>     functionality.
>
>        For example: one user can send in emails to the RT queue and
>     proceed normally.  However if he tries to log in to the web
>     version, the RT system treats him like is associated with a
>     different queue than the rest of our users.  When he tried to
>     create a ticket through the web RT would create the ticket in this
>     wrong queue, and he immediately got an error that he did not have
>     permissions to view his ticket.
>         RT creates an internal user for him, unlike the rest of our
>     employees who don't show up in the user list because they exist in
>     the configured LDAP.  I disabled the (discontinued) queue, and
>     edited the user created form him to disassociate it from him
>     (rename, re-email, etc), and then had him try to log in again.
>      Again, RT created a user with his name/credentials in its own SQL
>     database instead of querying LDAP, and associated his user with
>     the now disabled queue.  He can no longer create tickets because
>     the queue is disabled, and I can't figure out how to alter his
>     account to associate him with the proper queue.
>
>        Can anyone help me with this first problem?
>
>     -- 
>     N. Scott Pestana
>     IT Infrastructure
>     Linguamatics
>
>     --------
>     RT Training Sessions (http://bestpractical.com/services/training.html)
>     * Boston  March 5 & 6, 2012
>
>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston --- March 5&  6, 2012

-- 
N. Scott Pestana
IT Infrastructure
Linguamatics
275 Grove Street, Suite 2-400
Newton, MA 02466

Tel: +1-774-571-7135

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