Hi Jake, You'll need to read up on the "Rights" system within RT. When you set up users, you have to tell RT what those users are allowed to do, and you do that by assigning rights. These rights include things that you mention such as the ability to see certain queues, create tickets etc. In order for users to be assigned rights, they need to be designated "privileged users" - that's what it means. By default, unprivileged users can't do anything - that's why they're not shown and usually not used. In a normal RT installation, your "normal users" will be privileged.
I hope this helps Christopher -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jake Conk Sent: Thursday, 10 January 2008 11:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] A few beginner work flow questions and suggestions Hello, I read most of the manual administration documentation from the wiki but even then still can't figure out what I'm doing wrong or the suggested work flow of using RT because things aren't appearing and showing up the way I'd expect it. I'm using version 3.6.5 and I broke up my email into two parts, the questions and suggestions so if you can answer anything please reply back :) Questions ------------------------------------------------------------------------- 1) I created a normal user account but when I logged in with the user account to test it I couldn't create a ticket because the account didn't have permission's to attach a ticket to the Queue but there aren't no queues so I created a queue with my root account then logged back in with the test account and the queue didn't show up on the ticket page?! What am I doing wrong here so that I could have normal users create tickets and have the queues show up in the queue section of creating a ticket? 2) After creating a Custom Field and setting the "Applies to" to "Tickets" it still doesn't show up when I log in as my test account under the new ticket page? I then went to Configuration -> Global -> Custom Fields -> Tickets and moved this custom field to the "Selected Custom Fields" section and I still don't see it on the new ticket page with my user account. Am I getting the wrong impression of what the custom types are for? 3) When trying to add members to a group all I see are privileged user accounts that are created, I don't see normal user accounts (account just created with "Let this user access RT" permission). Are groups only to manage privileged user accounts you can't group together non privileged accounts? Suggestions ------------------------------------------------------------------------- 1) The default user name and password should be in the documentation. After trying out a few guesses off the top of my head I had to go to the database and poke around for the user name. Then I had to guess that the password was "password". If that was in the README file with the rest of the instructions on getting you up and running that would be great. 2) The drop down menu item "User Id" in the Configuration -> Users page should say "User name" instead. It was misleading me to input the Id of the user from the Users database table. 3) Why do only privileged users show up in Configuration -> Users page by default? Most of the time normal user configuration and editing is what is being done and there is no way to see what unprivileged users exist. You have to do a search but the search assumes you know what you are looking for. The list should be expanded to show unprivileged users as well or create a separate one. 4) If you can't manage normal user accounts (user accounts with just "Let this user access RT") in groups then I think you should be able to unless I'm misunderstand the work flow of this system because I don't see any normal user accounts in the Members page of groups. Thanks, - Jake _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
