On 5 Feb 2015, at 10:07, Lewis, Valerie wrote:
I have recently become one of the campus administrators for our RT system. As a result, I am fielding a lot of requests from staff for privledges to different queues. One in particular is a director within IT wanting to be admin for queues that pertain to his department. I have gone into the queue and went to modify user rights for queue and gave him all of the rights under "Rights for Administrators". However, he not able to utilize any of those rights within his queues. I don't want him to be an overall administrator, just over his queues. Am I missing something big? I haven't found any explanation of this online anywhere. Any help would be greatly appreciated.
Possibly: At the bottom of /Admin/Global/UserRights.html => Rights for Administrators the "Show Admin Menu" right is critical. That's assuming you're using 4.2.x. In older versions you may see it called ShowConfigTab.
And yes, there is no good comprehensive documentation for RT rights. There is some useful info in the Wikia site, some useful info in the docs at Best Practical, in both cases including bits and pieces lurking in pages where you'll never find them without reading just about everything. The Rights system is also counter-intuitive, as a virtue of it being logically rigorous and extremely fine-grained. It helps in working out where a Rights problem is to think carefully about the specific mode of "I can't do $x" the user is running into. For example, the general "he not able to utilize any of those rights" description is vague enough that my guess about the ShowConfigTab right could be entirely wrong. You can *usually* find where you need to check Yet Another Right by figuring out what part of the UI the user doesn't see, because RT usually will not show the UI to do something that a user isn't allowed to do.
