Request Tracker

4.12Granting group rights

4.12.1To grant group rights to a user

Click Configuration -> click Groups -> click the name of a group -> click User Rights in the left side navigation bar -> select right(s) from the New rights list box next to the correct user(s) -> click the "Modify User Rights" button.

Users granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).

4.12.2To grant group rights to a system group or subgroup

Click Configuration -> click Groups -> click the name of the group -> click Group Rights -> select right(s) from the New rights list box next to the correct group(s) -> click the "Modify Group Rights" button at the bottom of the page.

Subgroups and system groups granted rights this way will be able to create and modify this particular group (if granted the Admin Group right), add or remove members from this group (if granted the Admin Group Membership right), or add or remove themselves from this group (if granted the Modify Own Membership right).

4.12.3To grant queue rights to a group

Click Configuration -> click Queues -> click the name of the queue -> click Group Rights in the left side navigation bar -> select right(s) from the New rights list box next to the correct group(s) -> click the Modify Group Rights button at the bottom of the page.

Groups granted rights this way will be able to use the rights in this queue only.

4.12.4To grant global rights to a group

Click Configuration -> click Global -> click Group Rights -> select right(s) from the New rights list box next to the correct group(s) -> click the "Modify Group Rights" button at the bottom of the page.

Groups granted rights this way will be able to use the rights in every queue.

4.13Revoking group rights

4.13.1To take group rights away from a user

click Configuration -> click Groups -> click the name of a group -> click User Rights in the left side navigation bar -> make sure you're looking at the correct user -> check the checkbox next to the right you want to revoke -> click the "Modify User Rights" button at the bottom of the page.

4.13.2To take group rights away from a system group or subgroup

click Configuration -> click Groups -> click the name of the group -> click Group Rights in the left side navigation bar -> make sure you're looking at the correct group -> check the checkbox next to the right you want to revoke -> click the "Modify Group Rights" button at the bottom of the page.

4.13.3To take queue rights away from a group

click Configuration -> click Queues -> click the name of the queue -> click Group Rights in the left side navigation bar -> make sure you're looking at the correct group -> check the checkbox next to the right you want to revoke -> click the "Modify Group Rights" button at the bottom of the page

4.13.4To take global rights away from a group

click Configuration -> click Global -> click Group Rights -> make sure you're looking at the correct group -> check the checkbox next to the right you want to revoke -> click the "Modify Group Rights" button at the bottom of the page.

4.14Creating a queue

Remember that queues cannot be deleted, just disabled. But if you really need a new one:

Click Configuration -> click Queues -> click New queue in the left side navigation bar

You'll be presented with some boxes to fill in (The only field you really need to fill in is Queue Name, but providing as much information as possible always helps):

Different fields in the queue screen:

Queue Name: usually a single word Description: the purpose of the queue Reply Address: the email address for the queue (example: [e-mail]) Comment Address: an email address that receives internal comments ([e-mail]) Priority starts at: This can be a value from 0-99. When a ticket is created in this queue, it will be given this priority by default. This is most useful when you have staff who works on more than one queue. Requests should be due in ___ days: provide a number here and, when a ticket is created, it will be given a due date that number of days later. Over Time, priority moves toward: Again, a value from 0-99. This is intended to provide a ceiling for a ticket's priority. There is also a checkbox, checked by default that says Enabled (Unchecking this box will disable this queue). Leave that alone unless you want to get rid of the queue.

When you're done, click the Save Changes button to create the queue.

Note: We can identify five levels of priority for tasks:

1. Low - Minor annoyance; there is a workaround. 2. Medium - Some annoyance; there is a workaround. 3. High - Lots of annoyance; there is a workaround. 4. Critical - Something is partly broken or someone can't do part of their job as a result. No workaround. 5. Fatal - Something is very broken or someone can't do any of their jobs. No workaround.

RT allows you to assign a priority from 0-99 to a ticket. We decided to assign the following ranges for each priority level: 1-10 for Low tickets, 11-20 for Medium tickets and so on to 41-50 for fatal tickets.

4.14.1Adding Watcher to Queue (for Admin purposes)

For every queue there is a admin who gets notification for ticket creation. This has to be added as a Watcher for queue. It is very important to set a watcher for the queue otherwise admin may not get ticket generation notifications.

The steps are as follows:

Click Configuration -> click Queues Click on required queue name. This opens a ‘Basics’ tab Click on ‘Watchers’ link to open ‘Watchers’ tab

NOTE: ‘Find People whose’ option is for searching individual user and ‘Find Group whose’ option is to search a group.

Type required user/group in text box and click ‘Go’ button. This will display list of matching user/group names For required user/group select ‘Cc’ or ‘Admin Cc’ from adjacent combo box to add that user to the queue in required role Click on button ‘Save Changes’ to apply the changes