[rt-users] Unprivileged users - Edit ticket/Sign up as CC

[Cena, Stephen (ext. 300)]

I just realized I forgot to include the Requestor permissions. Requestors can: ReplyToticket, SeeCustomField, SeeQueue, ShowTicket, ModifyCustomField and ModifyTicket

Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
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Please report email problems to: postmaster at qvii.com

QVII MIS/IT Dept - We do what we must because we can.
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Today's Topics:

    12. Unprivileged users - Edit ticket/Sign up as CC
      (Cena, Stephen (ext. 300))
 
Message: 12
Date: Tue, 5 Aug 2014 11:35:43 +0000
From: "Cena, Stephen (ext. 300)" <SJC at qvii.com>
To: "rt-users at lists.bestpractical.com"
	<rt-users at lists.bestpractical.com>
Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID:
	<0CE56AE307C0BC4B950BF05F3759DF4314F07E1F at MailStore2010.ogp.qvii.com>
Content-Type: text/plain; charset="us-ascii"

 
I'm still not seeing what I'm missing. I have a group called "End Users" I put all my clients into. One user, Test User, is in "End Users" but has had Privileged removed, Unprivileged has not been explicitly set either. The permissions on each queue for "End Users" are: CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, Showticket, ModifyCustomField and ModifyTicket.

When I submit a ticket with this user and then go to the ticket all they can do is Reply/Comment. Does Unprivileged need to be set? I must be overlooking something but I'm just not seeing it. Thanks!



Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmaster at qvii.com

QVII MIS/IT Dept - We do what we must because we can.
"Thank you for helping us help you help us all."
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

Message: 1
Date: Fri, 1 Aug 2014 15:58:27 +0000
From: "Cena, Stephen (ext. 300)" <SJC at qvii.com>
To: "rt-users at lists.bestpractical.com"
	<rt-users at lists.bestpractical.com>
Subject: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
Message-ID:
	<0CE56AE307C0BC4B950BF05F3759DF4314F0624D at MailStore2010.ogp.qvii.com>
Content-Type: text/plain; charset="us-ascii"

Those permissions are in place. I have a test user in "End Users" (my own group) and is Unprivileged. I can create a ticket with this user but when I go to look at the ticket I can only view it. Did I overlook a permission possibly?

On Thu, Jul 31, 2014 at 06:10:11PM +0000, Cena, Stephen (ext. 300) wrote:
> I've come across is editing the tickets. I've got explict permissions 
> on the Requestor of the ticket (ex: Requestor can make changes to the 
> ticket), but it looks like Unprivileged is overriding it. I'd like the 
> users to be able to sign up as CC on tickets as well, but that is 
> missing too. Is this how Unprivileged works, or did I miss a permission setting? Thanks!

Rights in RT are additive.
If Requestor has ModifyTicket, then the user being Unprivileged will not change that as long as they are *actually* listed as the Requestor (not just the Creator).

You need to grant Watch for users to add themselves as Cc, but keep in mind that they may also add themselves as a Requestor which will grant them extra rights.

-kevin 


Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmaster at qvii.com

QVII MIS/IT Dept - We do what we must because we can.
"Thank you for helping us help you help us all."
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *