ManualAdministrationCN

Chapter 4 RT Administration

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.

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.

SECURITY

Basically, the usual rules of computer security apply:

• Don't put sensitive information (like credit card numbers) in any non-encrypted place like RT or your email program.
• Be aware that RT stores passwords in its database in an encrypted form.
• Also be aware that RT often sends unencrypted email containing replies and comments.
• RT lets you set a minimum password length for your users. Look for a value called MinPasswordLength in your configuration file.
• Use the SSL (Secure Sockets Layer) protocol for your server -- RT works fine over SSL. If you want to use HTTPS (HTTP over SSL) to secure traffic from the mail gateway to the web server, you'll need to install an additional package, the libwww-perl package, which RT's mail gateway uses to talk to the RT server.

We now quote from readme.ssl in the libwww-perl package:

The libwww-perl package has support for using SSL/TLSv1 with its HTTP
client and server classes. This support makes it possible to access https
schemed URLs with LWP. Because of the problematic status of encryption
software in general and certain encryption algorithms in particular, in
several countries, libwww-perl package doesn't include SSL functionality
out-of-the-box.

Encryption support is obtained through the use of [=Crypt::SSLeay] or IO::Socket::SSL, which can both be found from CPAN. While libwww-perl has "plug-and-play" support for both of these modules (as of v5.45), the recommended module to use is [=Crypt::SSLeay].

RIGHTS

A right is permission for a user or group to do something in RT.

• Rights can be granted for individual groups, for individual queues, or across the whole system.
• Rights can be given to groups, roles (Requestor, Owner, Cc, AdminCc), system groups (everyone, staff users, non-staff users) or individual users.
• Rights can be delegated. See the Delegating Rights section of this chapter.

It sounds complicated, but just ask yourself these questions:

• Who do you want to get the right:
  • a group of users, one user?
  • all ticket owners, all staff users, everybody?
• Where do you want the right to apply:
  • a queue or all queues?
  • in the case of a group right, one group or all groups?

We give step-by-step directions for granting (and revoking) rights throughout this chapter in the beginning of the sections Users, Groups, Queues, and Global. To delegate rights, see the Delegating Rights section in Chapter 3: Using RT on the Web.

CUSTOM FIELDS

Custom fields are data fields that you can make up according to your organization's needs. You can create them for particular queues or globally. They appear on a ticket's Display page under the heading Custom fields.

There are four general types of custom fields:

• Select one value: the user can select one value. The field is rendered as a box.
• Select multiple values: the user can select one or several values. The field is rendered as a box.
• Enter one value: the user can type one value. The field is rendered as a text box.
• Enter multiple values: the user can type one or several values separated by line breaks. The field is rendered as a text box.

Note: Whenever you encounter a listing of custom fields (for a queue or globally), check the "Include Disabled Custom Fields in Listing" checkbox to view any custom fields which have been disabled and are inactive.

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.

APPROVAL

RT provides infrastructure for approvals and signoff for processes within your organization. RT Approvals are a useful way to get tickets OK'd by management without creating a new system. A supervisor's approval can be a ticket; another ticket can depend on that ticket being resolved.

For instance, let's say you and your coworkers need permission from the CEO before you can make capital purchases. You can set up RT so that tickets in the Capital Purchases queue create an approval ticket that sends email to the CEO, who will then click Approval in the left side navigation bar to give the thumbs up. For an example of the custom programming required to create approvals, see Appendix 5: Creating approvals.

Most people won't ever need to click Approval, but we like to keep bosses happy, so here is the Approval screen:

[screenshot]

It is basically a search page. Check any of the checkboxes, or enter dates in the text boxes, to narrow down the list of approval items you'd like to view. Usually, you will probably want to leave the default checkbox, Show pending requests, checked so you can see the list of tickets that should be approved or rejected. Then click the Submit button (not pictured) to see the results.

USERS

A user is a person who is in any way involved with RT. There are two general types of users:

• staff: people who get to do things in RT. (Referred to as "privileged")
• non-staff: generally people outside your organization, like customers. (Referred to as "unprivileged")

Whenever someone new submits a request, RT automatically creates a non-staff account for that person. Non-staff users don't generally have any rights within RT, unless their role (such as "requestor") has been granted rights.

Note: You can't delete users, only disable them. So disabled users are also a user group of sorts. See also the Disabling a user subsection below.

CREATING A USER

Sometimes it may be necessary to add a user to RT:

click Configuration -> click Users -> click New user in the left side navigation bar

At this time, you'll be on the Create a New User page, which offers many options for this new user. The only one that's mandatory is choosing a username, though filling in other fields would be useful. Here is a list of headings and which fields you'll find under each of them:

• Identity: text fields for Username, Email, Real Name, Nickname, Unix Login, and Extra Info.
• Location: text fields for Organization, Address1, Address2, City, State, Zip, and Country.

Access Control has some options that require comment:

• Let this user access RT checkbox: This is checked by default and means the user has not been disabled.
• Let this user be granted rights checkbox: This is unchecked by default. Check the box to make this a staff (privileged) user.
• New Password and Retype Password text boxes: Each user needs a password, and RT won't randomly assign one. If you leave these fields blank, the user's account will be locked and she won't be able to do anything that requires a password -- that is, just about anything other than sending and receiving ticket-related email from her regular email account. Note that you cannot create a password at the same time as adding a new user - you need to add the user, click Submit, and then fill in the password and click Submit again.
• Phone numbers: text fields for Home, Work, Mobile, and Pager.
• Comments about this user: a text field for any information not already entered in other fields.

Click the Submit button when you're done.

Note: You may find that when you add a user, you get an error "Name in use". This is probably because you have sent test emails when configuring the mail gateway. Click on "Users" and enter the search for the username or email address, making sure to check "Include disabled users in search."

SEARCHING FOR A USER

To find an RT user:

• click Configuration
• click Users
• select the proper options from the drop-down menus, and enter a phrase or partial phrase
• check the Include Disabled Users search box only if necessary (for instance, to restore an account)
• click the Go! button

[screenshot]

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

Before you grant a user any rights, you must make her a staff user:

• click Configuration
• click Users
• click name of user (or search for a user, then click)
• check the Let this User be Granted Rights box
• click the Submit button

To grant group rights to a user:

• click Configuration
• click Groups
• click a group name
• click User Rights in the left side navigation bar
• locate the correct user and select right(s) from the New rights listbox next to that user
• click the Submit button at the bottom of the page

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)
• add or remove themselves from this group (if granted the Modify Own Membership right)

See also the Granting Group Rights subsection of the Groups section to grant these same group rights to a subgroup or system group, rather than for individual users.

To grant queue rights to a user:

• click Configuration
• click Queues
• click the name of a queue
• click User Rights in the left side navigation bar
• select right(s) from the New rights listbox next to the correct user(s)
• click the Submit button at the bottom of the page

Users granted rights this way will be able to use the rights in this queue only. See also the Granting Queue Rights subsection of the Queues section.

To grant global rights to a user:

• click Configuration
• click Global
• click User Rights in the left side navigation bar
• select desired right(s) from the New Rights listbox next to the correct user(s)
• click the Submit button at the bottom of the page

Users granted rights this way will be able to use those rights in any queue.

REVOKING USER RIGHTS

To make a user a non-staff user:

• click Configuration
• click Users
• click name of user (or search for a user, then click)
• clear the Let this user be granted rights checkbox
• click the Submit button at the bottom of the page

To take queue rights away from a user:

• click Configuration
• click Queues
• click the name of the queue
• 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 Submit button at the bottom of the page

To take global rights away from a user:

• click Configuration
• click Global
• click User Rights
• make sure you're looking at the correct user
• check the checkbox next to the right you want to revoke
• click the Submit button at the bottom of the page

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.

To disable a user:

click Configuration -> click Users -> click on a user's name, or search
for a user as described in the Searching for a user subsection and then
click the user's name -> clear the Let this user access RT checkbox  ->
click the Submit button

Now if someone searches for that user, he won't turn up unless the searcher checks the Include disabled users in search box on the search page.

RE-ENABLING A USER

You may need to allow a disabled user back into the system.

To re-enable a user:

click Configuration -> click Users -> check the Include disabled users
in search checkbox -> click the Go! button -> click the name of the
disabled user you'd like to re-enable -> check the Let this user access
RT checkbox -> click the Submit button

GROUPS

A group is a set of users. Generally, groups will contain users with something in common. There are five types of groups:

• user-defined group: a group created by a staff user of RT.
• system group: a group across RT such as "staff" (all staff users), "non-staff" (all non-staff users), and "everyone" (every single user). You can't change the membership of system groups.
• role group: a group related to a ticket or queue. Queues have the role groups "Cc" and "AdminCc", while tickets have "Cc" and "AdminCc", plus "Requestor" and "Owner". The Members of the role groups are called "watchers". See the Adding Watchers to a Queue section of the chapter Setting Priority.
• personal group: a group set up by a staff user for a purpose like delegating rights to it. As personal groups are mainly used for rights delegation, we've put them in the Delegating rights section of this chapter instead of the Groups section.
• subgroup: a user-defined group that's part of another group, generally to illustrate a hierarchy. A subgroup has the same rights as its group, but a group doesn't necessarily have the same rights as its subgroups. Let's say you had a group called "United States." It might have subgroups like "Massachusetts," "New York," and so on. Massachusetts could have a subgroup "Boston." You could give a right to United States (and Massachusetts and Boston would get the right), or give a right to Massachusetts (and Boston would also get the right, but United States does not), or to Boston (neither Massachusetts nor United States get the right).

CREATING A GROUP

To make a new group:

click Configuration -> click Groups -> click New Group in the left side
navigation bar -> type a  name for the group in the Name text box -> if
possible, type a little about the group in the Description text box ->
click the Submit button at the bottom of the page

You'll have to take these basic creation steps before you can alter other aspects of the group, as described in the subsections below.

CHANGING A GROUP'S NAME OR DESCRIPTION

This one, at least, is pretty easy:

click Configuration -> click Groups -> click a group name -> type new
text in the Name and/or Description boxes -> click the Submit button at
the bottom of the page

ADDING GROUP MEMBERS

There are two types of members you can add or remove from a group: users and groups. If you make a group a member of another group, it is then a subgroup.

To add a user or subgroup to a group:

click Configuration -> click Groups -> click the name of a group ->
click Members in the left side navigation bar -> in the Add members
listbox, select the name of the user or group you'd like to add ->
click the Submit button

The Add members listbox is multiselect, so you can select and add several members at once.

REMOVING GROUP MEMBERS

To remove a user or subgroup from a group:

click Configuration -> click Groups -> click the name of a group ->
click Members in the left side navigation bar -> under Current members,
check the box next to the user(s) or subgroup(s) you'd like to remove
-> click the Submit button

You can check as many boxes as needed.

It is also possible to add new members while deleting other members; just do both before clicking Submit.

GRANTING GROUP RIGHTS

Group rights are slightly more complicated than user rights, but there are a few points that will help you keep them straight:

• Rights granted to a user-defined group belong to all members of that group, as long as they stay members.
• System groups: rights granted to the system group "everyone" go to all users, rights of "staff users" to go all staff users, and rights of "non-staff users" go to all non-staff users.
• Rights granted to role groups (requestor, owner, Cc, AdminCc) are granted to users based on their role for the current ticket.
• Groups can have the same rights as users, both for specific queues and globally.
• There are three rights (Admin Group, Admin Group Membership, Modify Own Membership) that apply to groups rather than queues.

To 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 listbox next to the correct user(s) -> click the
Submit 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).

To 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 listbox next
to  the correct group(s) -> click the Submit 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).

To 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 listbox next to the correct group(s) -> click the
Submit  button at the bottom of the page

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

To grant global rights to a group:

click Configuration -> click Global -> click Group Rights -> select
right(s) from the New rights listbox next to the correct group(s) ->
click  the Submit button at the bottom of the page

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

REVOKING GROUP RIGHTS

To 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 Submit button at the bottom of the page

To 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 Submit button at the bottom of the page

To 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 Submit button at the bottom of the page

To 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 Submit button at the bottom of
the page

QUEUES

For administrative purposes, it's worth noting that queues should be used to group together tickets with something in common. Also, queues can't be deleted, only disabled, so create with care. For instance, don't make a new queue for a one-off task or very short term project.

CREATING 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):

• Queue Name: usually a single word
• Description: the purpose of the queue
• Subject Tag: (? used to prefix email subject line?)
• Reply Address: the email address for the queue
• Comment Address: an email address that receives internal comments
• 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 work on more than one queue.
• Over Time, priority moves toward: Again, a value from 0-99. This is intended to provide a ceiling for a ticket's priority.
• 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.

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 (see also the Disabling a queue subsection of the Queues section).

When you're done, click the Submit button to create the queue. Then you can add or change information using the instructions in the sections Modifying a queue, Adding watchers to a queue, etc.

SETTING PRIORITY

RT user Luke Hankins has come up with a good system for using RT's priority system to manage a group of sysadmins. We've included it here so you can adapt it to your organization:

There are some tickets that will never get done. This is not a reflection on the eptitude of the sysadmins, it's just that we'll never have enough time to do all the little things. As long as tasks are given the right priority, the right things will get done in the right order.

We can identify five levels of priority for tasks:

• Low - Minor annoyance; there is a workaround.
• Medium - Some annoyance; there is a workaround.
• High - Lots of annoyance; there is a workaround.
• Critical - Something is partly broken or someone can't do part of their job as a result. No workaround.
• Fatal - Something is very broken or someone can't do any of their job. 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. They start at the lowest number in the range and slowly grow to the max.

We decided there will always be one person 'on-call' from our team, leaving the rest of the team to carry on with their work uninterrupted.

The on-call person is responsible for taking incoming tickets and giving them a priority, as well as setting the due dates, merging them with any existing tickets, etc. This must be done within a set time. I've used 8 business hours to good effect.

The on-call person is also required to take a crack at all Critical and Fatal tickets that come in on his watch. If it's not within his ken, it should be handed off to an able person.

The on-call person is not responsible for any Low/Medium/High tickets that come in after they have been given a priority. By definition, these tickets have a workaround and thus they can wait.

Everyone else is responsible for working their tickets in priority order and grabbing (or being given by management) more tickets when their queues get low. (Thanks, Luke)

FINDING A QUEUE

To see a list of active queues:

click Configuration -> click Queues

Under Enabled Queues, you'll see a list of just that. Click the name of any of these queues to modify it.

To find disabled queues:

click Configuration -> click Queues -> check the Include disabled
queues in listing box -> click the Go! button

Now you'll see a list of All Queues, including disabled queues. Click the name of any of these queues to modify it.

MODIFYING A QUEUE

To change a queue's basic information:

click Configuration -> click Queues -> click the name of the queue
you'd like to modify

Now you can change the queue's name, description, reply and comment addresses, priority, due date, and enabled/disabled status. Click the Submit button at the bottom of the page when you're done.

ADDING WATCHERS TO A QUEUE

To get to the right page to add watchers to a queue:

click Configuration -> click Queues -> click the name of the queue
you'd like to modify -> click Watchers in the left side navigation bar

Next, you'll need to find the right user by using the search boxes on that page and clicking the Go! button. (For instance, "Find people whose User ID is test.")

RT should return one or more matching usernames for your search (if not, try again. If you do have results, however, searching again will replace them with new results). Next to the username(s) of your choice:

select Cc or AdminCc from the drop-down menu under Users -> click the
Save Changes button at the bottom of the page

DELETING WATCHERS FROM A QUEUE

To remove a user from Cc or AdminCc duty on a queue:

click Configuration -> click Queues -> click the name of the queue
you'd like to modify -> click Watchers in the left side navigation bar
-> check the box(es) next to the user(s) you'd like to remove -> click
the Save Changes button at the bottom of the page

SCRIPS IN QUEUES

CREATING A SCRIP

To add a scrip to a queue:

click Configuration -> click Queues -> click the name of the queue ->
click Scrips in the left side navigation bar-> click New scrip -> type
a few relevant words in the Description box -> select a condition from
the Condition drop-down menu -> select an action from the Action
drop-down menu -> select a template from the Template drop-down menu
-> click the Submit button

MODIFYING A SCRIP

To modify a queue scrip:

click Configuration -> click Queues -> click the name of the queue ->
click Scrips in the left side navigation bar-> click the name of the
scrip to modify -> make changes -> click the Submit button

You cannot modify scrips that apply to all queues.

DELETING A SCRIP

To delete a queue scrip:

click Configuration -> click Queues -> click the name of the queue ->
click Scrips in the left side navigation bar-> check the box next to
the scrip you'd like to delete -> click the Submit button

You cannot delete scrips that apply to all queues.

TEMPLATES IN QUEUES

A template is essentially a form letter that goes along with a scrip action. A simple example could be, "Dear [name of requestor], your ticket has been created and its ticket ID is [this number]."

Templates allow access to RT's internals, so the right to create and edit templates should not be granted lightly.

CREATING A NEW SCRIP TEMPLATE

To create a new template:

click Configuration -> click Queues -> click the name of the queue ->
click Templates in the left side navigation bar-> click New template in
the left nav bar -> type a name, description, and content -> click the
Submit button at the bottom of the page

Name: the name of the template, preferably something descriptive Description: the words that will appear under the name of the template in RT's list of templates Content: The form letter the users will see. This can include the subject line of the email at the top, just leave two lines between the header/subject and body/letter. Content can be simple or be personalized by including code like: This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}",

Note: The latest version of RT allows you to notify with attachments, rather than including the body of the message inline. Add a header to the top of the Content field of any template that reads RT-Attach-Message: yes

Remember to leave two lines after the header.

MODIFYING A SCRIP TEMPLATE

To modify a queue template:

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

DELETING A SCRIP TEMPLATE

To delete a queue template:

click Configuration -> click Queues -> click the name of the queue ->
click Templates in the left side navigation bar -> check the box next
to the template you'd like to delete -> click the Submit button

CUSTOM FIELDS IN QUEUES

ADDING A CUSTOM FIELD

To add a custom field for a queue:

click Configuration -> click Queues -> click the name of the queue ->
click Custom Fields in the left side navigation bar-> click New custom
field in the left nav bar-> type the custom field's name and
description in the Name and Description boxes -> select a format from
the Type drop-down menu -> click the Submit button

Now that the custom field has been created, you'll fill in its values. These values are the same no matter what type of custom field you're creating. Not surprisingly, Name is the name of the custom field and Description is a short, optional description of what the custom field does.

SortOrder refers to the order in which a list of values appears. For example, assume you have values A, B, and C. If you leave SortOrder alone, the values will appear in the order A, B, C. If you give A the sort order of 2, B a 3, and C a 1, the values will appear in the order C, A, B.

Click the Submit button when you're done.

MODIFYING A CUSTOM FIELD

If you have the rights to handle tickets, you may change a custom field's value for a ticket. Select the new value from the ticket's Basics page.

You may also change a custom field's name, description, type, or value.

To modify queue-specific custom fields:

click Configuration -> click Queues -> click the name of the queue ->
click Custom Fields in the left side navigation bar-> click the custom
field to modify -> make changes -> click the Submit button

DISABLING A CUSTOM FIELD

You can't delete a custom field, only disable it.

To disable queue-specific custom fields:

click Configuration -> click Queues -> click the name of the queue ->
click Custom Fields in the left side navigation bar-> click the custom
field to disable -> clear the Enabled checkbox -> click the Submit
button

RE-ENABLING A CUSTOM FIELD

click Configuration -> click Queues -> click Custom Fields in the left
side navigation bar-> check the Include disabled custom fields in
listing checkbox -> click the Go! button -> click the name of the
disabled custom field you'd like to re-enable -> check the Enabled
checkbox -> click the Submit button

RIGHTS WITHIN A QUEUE

To 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 listbox next to the correct group(s) -> click the
Submit button at the bottom of the page

The selected group(s) can now use this right in this queue only.

To grant queue rights to a user:

click Configuration -> click Queues -> click the name of the queue ->
click User Rights in the left side navigation bar -> select right(s)
from the New rights listbox next to the correct user(s) -> click the
Submit button at the bottom of the page

The selected user(s) can now use this right in this queue only.

REVOKING QUEUE RIGHTS

To take a queue right away from a user:

click Configuration -> click Queues -> click the name of the queue ->
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 Submit button at the bottom of the page

To take a queue right 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 Submit button at the bottom of the
page

DISABLING A QUEUE

RT is a packrat, so you can never delete a queue. But you essentially put it out of commission by disabling it:

click Configuration -> click Queues -> click the name of the queue to
be disabled -> clear the Enabled checkbox -> click the Submit
button at the bottom of the page

RE-ENABLING A QUEUE

To reactivate a disabled queue:

click Configuration -> click Queues -> check the Include disabled
queues in listing checkbox -> click the Go! button -> click the name of
the queue to re-enable -> check the Enabled checkbox -> click the
Submit button

GLOBAL

Change something globally and it changes in every queue. Not for the faint-hearted.

GLOBAL SCRIPS

Note that you shouldn't create a global scrip using the "On Create" condition and the "Create Ticket" scrip action, because it will create a loop.

ADDING A SCRIP

We'll start by adding a new scrip made of existing conditions, actions, and templates. For now, we're going to skip the scrip fields Custom condition, Custom action preparation code, and Custom action cleanup code.

To add a scrip globally:

click Configuration -> click Global -> click Scrips -> click New scrip
in the left side navigation bar -> type a few relevant words in the
Description box -> select a condition from the Condition drop-down menu
-> select an action from the Action drop-down menu -> select a
template from the Template drop-down menu -> click the Submit button

MODIFYING A SCRIP

To modify a global scrip:

click Configuration -> click Global -> click Scrips -> click the name
of the scrip to modify -> make changes -> click the Submit button

DELETING A SCRIP

To delete a global scrip:

click Configuration -> click Global -> click Scrips -> check the box
next to the scrip you'd like to delete -> click the Submit button

GLOBAL TEMPLATES

A template is essentially a form letter that goes along with a scrip action. A simple example could be, "Dear [name of requestor], your ticket has been created and its ticket ID is [this number]."

Templates allow access to RT's internals, so the right to create and edit templates should not be granted lightly.

CREATING A SCRIP TEMPLATE

To create a new template:

click Configuration -> click Global -> click Templates -> click New
template in the left side navigation bar -> type a name, description,
and content -> click the Submit button at the bottom of the page

Name: the name of the template, preferably something descriptive Description: the words that will appear under the name of the template in RT's list of templates Content: The form letter the users will see. This can include the subject line of the email at the top, just leave two lines between the header/subject and body/letter. Content can be simple or be personalized by including code like: This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}",

Note: The latest version of RT allows you to notify with attachments, rather than including the body of the message inline. Add a header to the top of the Content field of any template that reads RT-Attach-Message: yes Remember to leave two lines after the header.

MODIFYING A SCRIP TEMPLATE

To modify a global template:

click Configuration -> click Global -> click Templates -> click the
name of the template to modify -> make changes -> click the Submit
button

DELETING A SCRIP TEMPLATE

To delete a global template:

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

GLOBAL CUSTOM FIELDS

To add a custom field globally:

click Configuration -> click Global -> click Custom Fields -> click New
custom field in the left side navigation bar -> type the custom field's
name and description in the Name and Description boxes -> select a
format from the Type drop-down menu -> click the Submit button

Now that the custom field has been created, you'll fill in its values. These values are the same no matter what type of custom field you're creating.

Not surprisingly, Name is the name of the custom field and Description is a short, optional description of what the custom field does. SortOrder refers to the order in which a list of values appears. For example, assume you have values A, B, and C. If you leave SortOrder alone, the values will appear in the order A, B, C. If you give A the sort order of 2, B a 3, and C a 1, the values will appear in the order C, A, B.

Click the Submit button when you're done.

If you have the rights to handle tickets, you may change a custom field's value for a ticket. Select the new value from the ticket's Basics page.

You may also change a custom field's name, description, type, or value.

To modify global custom fields:

click Configuration -> click Global -> click Custom Fields -> click the
custom field to modify -> make changes -> click the Submit button

To disable global custom fields:

click Configuration -> click Global -> click Custom Fields -> click the
custom field to disable -> clear the Enabled checkbox -> click the
Submit button

To re-enable a global custom field

click Configuration -> click Global -> click Custom Fields -> check the
Include disabled custom fields in listing checkbox -> click the Go!
button -> click the name of the disabled custom field you'd like to
re-enable -> check the Enabled checkbox -> click the Submit button

GLOBAL GROUP RIGHTS

To grant global rights to a group:

click Configuration -> click Global -> click Group Rights -> select
right(s) from the New rights listbox next to the correct group(s) ->
click the Submit button at the bottom of the page

To 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 Submit button at the bottom of
the page

GLOBAL USER RIGHTS

To grant global rights to a user:

click Configuration -> click Global -> click User Rights -> select
right(s) from the New rights listbox next to the correct user(s) ->
click  the Submit button at the bottom of the page

To take global rights away from a user:

click Configuration -> click Global -> click User Rights -> Rights ->
make  sure you're looking at the correct user -> check the checkbox
next to the  right you want to revoke -> click the Submit button at the
bottom of the  page.

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