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

[Joop]

On 8-7-2014 20:20, Karres, Dean 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?
>
Yes I would think so, it does at my site.

>  
>
> 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? 
>
Read etc/RT_Config, either on the server you installed RT on or on the
bestpractical.com site

>  
>
> 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.
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> 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?
>
>  
>
>
I think so, create groups and queues and assign the correct rights. Try
to stay away from the global rights because once given can't be revoked
on a group level.

Joop

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