![]() If you wish to allow public access to the Web UI( SelfService) then you will also want the following rights to be granted to Everyone Group:.If some of your internal groups shouldn't have ReplyToTicket right, then you can assign it to Unprivileged and some internal groups.You don't need to grant other system Groups with same rights because Everyone includes all users.Important: It's a public queue and users often use different email addresses to reply to same ticket, so if you don't grant Everyone with ReplyToTicket right then your users would have problems in such a case.We should grant all users with CreateTicket on queue 'support'.Then follow the step by step descriptions: Goto 'Configuration' tab -> ' Queues' -> 'support' -> ' Group rights' - it's the place where we'll do all the things that are described below. We have recently created queue 'support' that is for our public queue and group 'SupportTeam' of which members support our customers. This chapter introduces several working schemas which can be used as template in different situations. Feel free to change descriptions if you know the real situation. Note: I forgot about rights that change behavior in different contexts when I started all this. For example, the AdminQueue right in two different queues can be given to different groups of users. Each right can be tied to more then one context and the interpretation of the right can be different in the different contexts. For example, if Scrip A is a global scrip (system-wide), you can grant users rights on this object in the global context. Instead, the RT user interface gives access to rights that are system-wide, rights that can be assigned on a group by group basis, and other rights that can be assigned on a queue by queue basis. In general, it is possible to grant each user rights on each small object like a scrip named 'foo' or a Template named 'bar.' But, such a setup would be difficult to maintain, and would require an overly-complex user interface. Other types of rights, such as AdminGroup, are not queue-specific. For example, if you want to create a ticket in queue A, you should have the CreateTicket right on queue A (or on all queues). To perform a particular action on an object, a user must have the appropriate rights. For example, scrips can either be global- or queue-specific, but tickets are always associated with a queue. Each object takes a different place in the object tree. RT manipulates different objects: Tickets, Queues, Scrips, Templates, CustomFields, Users, Groups, etc. ![]() For security management, the public (user-defined) groups are the most important. RT has different types of Groups that identify specific groups of system users. ![]()
0 Comments
Leave a Reply. |