Originally when pre-populating my user database, I thought it made sense to make all of my users privileged so I could easily assign them to groups - I noticed unprivileged users were not displayed in the user-management interface by default. But what I'm seeing now is that there is a 'great divide' between privileged and unprivileged users in RT. Specifically, unprivileged users get the SelfService interface automatically, which is the interface most users would want most of the time. Being "privileged" in RT seems to inherently imply being "a ticket resolver" due to the dramatically different interface presented by RT.
I was about to run off and modify RT to present the SelfService interface to privileged users who can't own tickets when it occurred to me "What's the difference? Why not make the general user unprivileged?". On the one hand, in my present use-model I suspect it doesn't matter. On the other hand, I perceive there is functionality like dashboards that can't be exposed to people if they are unprivileged, though having dashboards publish themselves via an email address would work around that I suppose (I think they can do that?). In any case, is this the right paradigm? * privileged = ticket resolvers * Unprivileged = ticket submitters? I sense having all of my users be privileged is going against the design philosophy of RT, and would appreciate any clarification or insights from other RT admins. Thanks much! -Rob
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