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

Alex Peters alex at peters.net
Fri Aug 8 08:38:30 EDT 2014


I can definitely empathise with you on the resistance to adoption of new
practices.

I wonder whether in your case, it might be more beneficial to initially
subject the majority of your new users to the Self Service interface
without the additional functionality, and perhaps provide a select few
users with the full interface?  Then, when there's some familiarity, bump
everyone up to the full UI?

If that doesn't seem suitable, it's probably possible to hack at the
underlying Self Service pages and give them the necessary functionality by
copying things over from the full UI's pages.  I haven't tried this myself
before though.


On 8 August 2014 22:24, Cena, Stephen (ext. 300) <SJC at qvii.com> wrote:

>  Alex - The biggest problem I have right now is idiocy. I've written an
> instruction manual on how to use RT here but nobody will read it, or
> "remember" anything from it. I've tried simplifying their main pages to
> make the system easier. It's still too complicated. I had a user complain
> about not saving her ticket emails and was astonished to learn "Oh, I can
> log into the website and read my tickets? Wow!!".  When I tried out the
> Self Service side recently, it was perfect. It showed the users only what
> they needed in a very basic format. The wizard-like create-a-ticket made
> ticket creation easier. Access to Article Search is straightforward and
> simple. I could start using those for a knowledge base here.Additionally,
> we are running RT for our Service Department and would like to put an
> Internet facing server up so our customers could use the Self Service site
> to manage issues for our products.
>
> If it makes more sense to try and lock down/massage the default UI I'll go
> back to trying that. It's just been such an uphill battle here trying to
> get the users to understand why the systems is in place and why its
> important for them to use it.
>
> 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."
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
>
>
>  ------------------------------
> *From:* Alex Peters [mailto:alex at peters.net]
> *Sent:* Thursday, August 07, 2014 9:19 PM
> *To:* Cena, Stephen (ext. 300)
> *Cc:* rt-users at lists.bestpractical.com
>
> *Subject:* Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
>
>  I suspect that you'd achieve the functionality you require by bumping
> these users up to Privileged and giving them access to the full RT web
> interface rather than the Self Service mode.
>
>  The full interface can still be quite locked down for some users by
> limiting their rights.
>
>  Is there any particular feature offered by the Self Service mode that
> you're wanting to provide to those users?
>
>
> On 7 August 2014 06:51, Cena, Stephen (ext. 300) <SJC at qvii.com> wrote:
>
>> Message: 10
>> Date: Wed, 6 Aug 2014 12:53:59 -0400
>> From: Kevin Falcone <falcone at bestpractical.com>
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC
>> Message-ID: <20140806165359.GU2988 at jibsheet.com>
>> Content-Type: text/plain; charset="us-ascii"
>>
>> Kevin - What I mean is there are three check boxes: Everyone, Privileged,
>> and Unprivileged. There are no checks in any box.
>>
>> Yes, my permissions are a bit too wide but it's because I'm tryign to
>> debug the Self Service window. What I'm after is if you are the Requestor
>> of the ticket, you should be able to reply, change state (close, open,
>> etc), and files, and add people. If you got included by the Requestor as a
>> CC, then the rest of the editing should kick for you as well.
>>
>> Right now, my single Unprivileged user creates a ticket, but is only
>> abble to Reply/Comment and that's all.
>>
>>
>> On Tue, Aug 05, 2014 at 11:35:43AM +0000, Cena, Stephen (ext. 300) wrote:
>> >
>> > 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!
>>
>> I have no idea what "Unprivileged has not been explicitly set" means.
>> You're either Privileged or Unprivileged.  There is no other state a
>> user can be in.
>>
>> You also say you grant ModifyTicket to everyone in the group?  On
>> what, the global or a queue?  That means anyone can edit any ticket...
>>
>> Let's back up, you appear to have permissions that are too wide, yet
>> you claim to not be able to edit the ticket.  Maybe you misunderstand
>> how ticket editing works in the self service UI?  What do you expect,
>> what do you see.
>>
>> -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."
>> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
>> --
>> RT Training - Boston, September 9-10
>> http://bestpractical.com/training
>>
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20140808/8981c03a/attachment.html>


More information about the rt-users mailing list