[rt-users] newbie RT/AD setup and priv questions

[Hef]

AD users don't exist in RT until the login.

I use a combination of auto create on login, and a nightly cron job that
runs rtldapimport from this extension:
http://search.cpan.org/~tsibley/RT-Extension-LDAPImport-0.34/lib/RT/Extension/LDAPImport.pm.
That handles creating the users.

As for multi department, I would suggest using separate queues and not
seperate rt instances to divide up the work.  Each queue can have a custom
workflow and custom scrip actions.


On Tue, Jul 8, 2014 at 1:20 PM, Karres, Dean <karres at illinois.edu> wrote:

>  RT 4.2.3
>
> RedHat Enterprise Linux 6.5
>
>
>
>
>
> Hi
>
>
>
> I have installed RT as a test in hopes of eventually replacing our
> home-built ticketing system soon-ish.  I have RT installed and have a basic
> configuration that allows anyone in our AD to login.  For the moment there
> is an RT “root” user and my AD account.  I have looked in the wiki and the
> mailing list archive and see a lot about AD issues but not his… or I don’t
> know enough to know what I am looking for yet.
>
>
>
> If I login as the rt-root user and go to Admin > Users there is a list of
> “Privileged users”.  This list only shows the rt-root user.  If I then
> search for my AD account I can see my account and that under “Access
> control” the box for “Let this user be granted rights (Privileged)” is
> checked.  Shouldn’t this/my account show up in the Admin > Users:
> “Privileged users” list?
>
>
>
> I have seen some threads that talk about an auto create config option.  Is
> the situation that plain AD users are not “real” RT user accounts by
> default?
>
>
>
> Our situation is that of an IT HelpDesk for a large facility.  Hundreds of
> plain AD users should be able to submit tickets and do unprivileged RT
> actions.  A much smaller group of folks, the HelpDesk folks, need to be
> able to do the real RT work: assign tickets, move them into queues, etc.
>
>
>
>
>
> I have another unrelated newbie setup question as well.  I work for a
> large facility and again my main focus is replacing an ancient ticket
> system in my group.  I can easily imagine that over time other
> departments/groups in the facility may want their own RT services.  Are
> there docs that can tell me what to do now to prepare for multi-department
> use?  Should each unit have their own install & config?  Can one instance
> service multiple units with undoubtedly unique needs?
>
>
>
>
>
> Thanks
>
> Dean
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
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