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

Fri Aug 8 08:42:28 EDT 2014

Alex - Yeah I've considered that as well. I have some users who can handle the full site. It just gets a little frustrating when I think I've finally got the system worked out on how it functions & then to see things like this happen where it should be something "simple", it gets to me.

I'll play around with it a little more and see if I can figure out what's happened. I've also FINALLY been granted an "IT VM Lab server" so I've got dedicated, powerful hardware I can through test systems up on.

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.
"Thank you for helping us help you help us all."
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________________________________
From: Alex Peters [mailto:alex at peters.net]
Sent: Friday, August 08, 2014 8:39 AM
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 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<mailto: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<mailto: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<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<mailto: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<mailto:SJC at qvii.com>> wrote:
Message: 10
Date: Wed, 6 Aug 2014 12:53:59 -0400
From: Kevin Falcone <falcone at bestpractical.com<mailto:falcone at bestpractical.com>>
To: rt-users at lists.bestpractical.com<mailto: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<mailto: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<mailto: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

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