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Privileges and Groups
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I won't repeat the existing RT Wiki.
Please read most of that before asking questions. But here are a few notes.
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Users and Groups
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- Users are automatically created when they send email or log into the Web page.
But a user cannot be assigned special privileges until an administrator
make the user a privileged user.
- A group is an explicit group of privileged users. A role is like
a group, but the membership is governed by particular circumstances, e.g.
there are roles of everyone, requestore, owner, privileged user,
and others. Privileges can be assigned to a group, role, or individual user.
And the privileges can be specific for a given queue or global for all queues.
- If only few users will use your instance of RT, and everyone is responsible and everyone can be giving permission to see
and deal with all tickets, keep your life easy. Give privileges to privileged users
globally for all queues; you can keep the root privs to yourself or share it as needed.
Then make your queues.
- If you anticipate many users, and not all users should deal with all queues, and some
should not be able to see other tickets, etc, you need a more complicated set of privs.
Here is is best to set up groups of users, and assign privs to each group (globally or by queue).
Then as people come and go, you simply place them in the right groups.
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Key Privileges
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- Every consultant will need "Let this user be granted rights"
just so they can be given additional rights.
- Some useful Global->Group rights:
- Requestor -- ReplyToTicket, ShowTicket
(This lets a requestor see his own ticket and reply/modify it)
- CC -- ReplyToTicket, ShowTicket
(This lets CC, or Interested Party, see a ticket and reply/modify it)
- Everyone -- CreateTicket
(This lets normal people create tickets in the first place.)
- Some useful rights for staff, either granted to all Privileged Users,
or to individuals, or to a Group:
- ModifyStatus -- Resolve, hold, close, etc.
- OwnTicket -- Become a ticket owner
- ReplyToTicket -- Append to a ticket
- SeeQueue -- View list of tickets in the queue
- ShowTicket -- See an individual ticket
- StealTicket -- Take ownership from another staff
- TakeTicket -- Take ownership of an un-owned ticket
- WatchAsAdminCc -- Get email notices of changes
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