ManualAdministration - Revision history

Blaine at 18:50, 2 April 2019

2019-04-02T18:50:32Z

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	Prev: [[ManualUsingWebInterface]] --- Up: [[UserManual]] --- Next: [[ManualRights]]		Prev: [[ManualUsingWebInterface]] --- Up: [[UserManual]] --- Next: [[ManualRights]]
	[[Category:RT User Manual]]		[[Category:RT User Manual]]
			[[Category:RT44]]

Maureen at 17:31, 1 April 2019

2019-04-01T17:31:31Z

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	In this chapter, you'll learn how to use RT's built-in features to control users, groups, queues, and even the entire system.		In this chapter, you'll learn how to use RT's built-in features to control users, groups, queues, and even the entire system.

	A word about the instructions in this chapter. Clicking the ~~Configuration~~ menu item will take you to the main Admin page, where you can then choose from Users, Groups, Queues, and Global. So most of our clickpaths in this chapter start with the step "click ~~Configuration~~," but that step isn't always necessary. If you've already clicked ~~Configuration~~ and then Users, for example, you won't need to click them both again to admin users. Soon it will be obvious which steps you can skip and when, but our clickpaths all start from the beginning just to be as explicit as possible and provide instructions that can be used by anyone from anywhere in RT.		A word about the instructions in this chapter. Clicking the Admin menu item will take you to the main Admin page, where you can then choose from Users, Groups, Queues, and Global. So most of our clickpaths in this chapter start with the step "click Admin," but that step isn't always necessary. If you've already clicked Admin and then Users, for example, you won't need to click them both again to admin users. Soon it will be obvious which steps you can skip and when, but our clickpaths all start from the beginning just to be as explicit as possible and provide instructions that can be used by anyone from anywhere in RT.

	Before you start performing specific tasks, you should understand a few administration concepts. Read the Security, Rights, Custom fields, Scrips, and Approval sections below, and the beginning of each of the sections Users, Groups and Queues.		Before you start performing specific tasks, you should understand a few administration concepts. Read the Security, Rights, Custom fields, Scrips, and Approval sections below, and the beginning of each of the sections Users, Groups and Queues.

Phanousk: /* DISABLING A USER */

2018-01-24T10:14:12Z

DISABLING A USER

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	=== DISABLING A USER ===		=== DISABLING A USER ===

	You can't delete a user in RT, you can only disable them. That's because each user has data attached to him, so it's important for RT to keep some sort of record. The method for locking the user out of the system is disabling him. A disabled user won't be able to do anything and, by default, won't come up in user searches.		You can't delete a user in RT, you can only disable them. That's because each user has data attached to him, so it's important for RT to keep some sort of record. The method for locking the user out of the system is disabling him. A disabled user won't be able to do anything and, by default, won't come up in user searches. But when you search for tickets from a disabled user in ticket search (like "requestor mail address matches ..."), the tickets with the disabled requestor are found.

	To disable a user:		To disable a user:

Dougparks: /* DELETING A SCRIP TEMPLATE */

2016-10-28T15:10:24Z

DELETING A SCRIP TEMPLATE

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	To delete a global template:		To delete a global template:

	click Configuration -~~>~~ click Global -~~>~~ click Templates -~~>~~ check the box		click Configuration -> click Global -> click Templates ->
	next to the template you'd like to delete -~~>~~ click the Submit button		check the box next to the template you'd like to delete ->
			click the Submit button

	=== GLOBAL CUSTOM FIELDS ===		=== GLOBAL CUSTOM FIELDS ===

Admin: 16 revisions imported

2016-04-06T20:14:25Z

16 revisions imported

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14.162.131.29 at 04:20, 19 March 2015

2015-03-19T04:20:00Z

Show changes

89.222.152.200: /* MODIFYING A SCRIP TEMPLATE */

2015-02-28T16:15:47Z

MODIFYING A SCRIP TEMPLATE

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	click Configuration -> click Queues -> click the name of the queue ->		click Configuration -> click Queues -> click the name of the queue ->
	click Templates in the left side navigation bar-> click the name of the		click Templates in the left side navigation bar-> click the name of the
	template to modify -> make changes -> click the Submit ~~button~~		template to modify -> make changes -> click the Submit buttdon

	==== DELETING A SCRIP TEMPLATE ====		==== DELETING A SCRIP TEMPLATE ====

49.181.139.105: /* SCRIPS */

2014-08-31T09:08:23Z

SCRIPS

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	'''Warning!''' If you create a custom field, you '''must''' also enable it in "Global/Custom Fields" or "Queue/<some queue>/Custom Fields". This applies even for User and Group custom fields, that don't make sense to enable per-queue.		'''Warning!''' If you create a custom field, you '''must''' also enable it in "Global/Custom Fields" or "Queue/<some queue>/Custom Fields". This applies even for User and Group custom fields, that don't make sense to enable per-queue.

	~~== SCRIPS ==~~

	Yes, they're called "Scrips", not "Scripts". A "scrip" is generally, according to Merriam-Webster, "a short writing (as a certificate, schedule, or list)." Here, of course, they have a particular meaning.

	~~Our business people make us call scrips "custom business logic." In English, this means that when Thing A happens, you can have RT do Task B for Important People C. In short, it's useful.~~

	~~A scrip contains three parts:~~

	* condition: something that has to happen to activate the scrip, like a ticket being created.
	* action: the thing the scrip does in response to the condition, like notify the ticket's requestor.
	* template: essentially a form letter that goes along with an action. A simple example could be, "Dear [name of requestor], your ticket has been created and its ticket ID is [this number]."

	~~Scrips can apply to individual queues or globally, but an individual ticket can't have its own scrip.~~

	~~The default global Scrips installed with RT 3 are:~~

	* On Create, Autoreply to Requestors with Global Template: Autoreply
	* On Create, Notify [[AdminCcs]] with Global Template: Transaction
	* On Correspond, Notify [[AdminCcs]] with Global Template: Admin Correspondence
	* On Correspond, Notify Requestors and Ccs with Global Template: Correspondence
	* On Correspond, Notify Other Recipients with Global Template: Correspondence
	* On Comment, Notify [[AdminCcs]] as Comment with Global Template: Admin Comment
	* On Comment, Notify Other Recipients as Comment with Global Template: Correspondence
	* On Resolve, Notify Requestors with Global Template: Resolved
	* On Correspond, Open Ticket with Global Template: Blank (this scrip replaces old built-in behavior that would automatically open tickets if privileged users replied to a new ticket or if anyone replied to a stalled or closed ticket.)

	See [[ManualScrips]] for more detail.		See [[ManualScrips]] for more detail.

49.181.139.105: /* MODIFYING A USER */

2014-08-31T09:03:40Z

MODIFYING A USER

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	You'll be shown a list of matching users. If not, try again.		You'll be shown a list of matching users. If not, try again.

	~~=== MODIFYING A USER ===~~

	~~To change any user fields we just described -- password, contact info, rights, etc., first find the user you need (See Searching for a User subsection above).~~

	~~Then, assuming you get results:~~

	* click the ID of the correct user
	* change the necessary fields in the Modify the user page
	* click the Submit button

	=== GRANTING USER RIGHTS ===		=== GRANTING USER RIGHTS ===

24.18.140.58: /* DISABLING A USER */

2012-11-27T17:30:42Z

DISABLING A USER

← Older revision		Revision as of 13:30, 27 November 2012
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	=== DISABLING A USER ===		=== DISABLING A USER ===

	You can't delete a user in RT, you can only disable ~~him~~. That's because each user has data attached to him, so it's important for RT to keep some sort of record. The method for locking the user out of the system is disabling him. A disabled user won't be able to do anything and, by default, won't come up in user searches.		You can't delete a user in RT, you can only disable them. That's because each user has data attached to him, so it's important for RT to keep some sort of record. The method for locking the user out of the system is disabling him. A disabled user won't be able to do anything and, by default, won't come up in user searches.

	To disable a user:		To disable a user: