Linux System Administration Recipes A Problem-Solution Approach

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CHAPTER 12 ■ MANAGING TIME AND PEOPLERightsA fundamental aspect of RT that you need to understand is the rights system. This governs who can dowhat operations to and with tickets. Here are some example rights (operations that can be undertakenon or with tickets):• CreateTicket: Create a ticket in a queue.• ModifyTicket: Change a ticket.• SeeQueue: Be able to see the queue at all.• OwnTicket: Have a ticket allocated to you to fix.• ShowTicketComments: See the comments on a ticket.• TakeTicket: Allocate a ticket to yourself.• ShowScrips: Look at the scrips that apply to a ticket. See the “Scrips” section formore about this.■ Note The full list is available by selecting Queues Select Queue Group/User Rights.Particularly important is that if a user doesn’t have ShowTicket rights, then even if they have createda particular ticket, they won’t be able to see it. Similarly, without SeeQueue rights, they cannot see thequeues (and thus see other tickets).In a basic setup, the most straightforward option is to start by giving all rights to the AdminCcgroup. This will mean that anyone watching the queue via this group (as per the previous setup) willhave full queue admin rights. Highlight all the rights next to the AdminCc group (under the Group Rightsmenu item), and click Save Changes.After this, you can decide which rights to give to all users. CreateTicket, ModifyTicket,ReplyToTicket, SeeQueue, ShowOutgoingEmail, and ShowTicket make up a good basic set, becausethese are most of the tasks users will want to do. They’ll be able to create tickets (this one is prettyessential!) and modify or reply to their own ticket (and as discussed earlier, ShowTicket is required forthem to see their own ticket). They’ll also be able to see other tickets in the queue. ShowOutgoingEmailmeans that they’ll be able to see an e-mail that has been attached to their ticket. You can experiment andsee what suits your setup best. Some environments might prefer not to have other tickets visible to allusers, for example.238Download at WoweBook.Com
CHAPTER 12 ■ MANAGING TIME AND PEOPLE■ Note It is probably a good idea to distinguish between ShowTicket and ShowTicketComments. This enablesyour admin team to make comments that cannot be seen by users. A comment is a way of adding a note to aticket. In the default setting, a comment will be forwarded only to people watching the ticket, not to the originator.In contrast, you can also reply to a ticket, which will add a note to the ticket and also e-mail both the originatorand anyone watching the ticket.However, it is not a good idea to use this distinction between replies and comments as a reason to be rude behindthe back of the ticket originator! It does mean that you can keep technical information in the comments to avoidconfusing nontechnical users or add references to other tickets that are related to the back end of your system(and uninteresting to nonsysadmin users).User rights work in a similar way and are administered via Configuration Groups Select Group Group Rights (to change the rights for all group members) or User Rights (to set rights for groupmembers individually). You can also set various global rights via Configuration Global User Rights.Rights that can be given to users include SuperUser rights.ScripsThe final important part of RT is scrips. These are scripts (specifically, chunks of Perl) that run undercertain conditions. It is the part of the system that enables one of the benefits of RT: that it can update allinterested parties by e-mail.There are a collection of default scrips that apply to all queues; you can find them underConfiguration Global Scrips or from the Scrips menu item of individual queues). Looking at thedefault setup, you will see that these distinguish between Correspond and Comment. On Correspond,there are three scrips. These send e-mails to AdminCcs, Requestor, Ccs, and Other Recipients, whenevera Correspond event happens (that is, when someone replies to the ticket). On Comment, there are onlytwo scrips, one to e-mail AdminCcs and one to e-mail Other Recipients. This is because the default setupdoes not e-mail comments to the ticket requestor. You can modify or delete these scrips by clickingthem. For example, you can alter the template used or alter the action. There are a collection ofpredefined actions, as shown in Figure 12-1.239Download at WoweBook.Com
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Contents■About the Author .......
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■ CONTENTS3-7. Writing a Nagios P
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■ CONTENTS■Chapter 8: Using the
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■ CONTENTSAbout the Author■Juli
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■ CONTENTSAcknowledgmentsMany tha
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■ CONTENTSIntroductionThis book i
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■ INTRODUCTIONDownloading the Cod
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C H A P T E R 1■ ■ ■Saving Yo
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CHAPTER 1 ■ SAVING YOURSELF EFFOR
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C H A P T E R 2■ ■ ■Centraliz
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CHAPTER 2 ■ CENTRALIZING YOUR NET
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C H A P T E R 3■ ■ ■Monitorin
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C H A P T E R 4■ ■ ■Taking Ba
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CHAPTER 4 ■ TAKING BACKUPS AND MA
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C H A P T E R 5■ ■ ■Working w
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CHAPTER 5 ■ WORKING WITH FILESYST
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C H A P T E R 6■ ■ ■Securing
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CHAPTER 6 ■ SECURING YOUR SYSTEMS
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CHAPTER 7 ■ WORKING WITH APACHEOn
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C H A P T E R 8■ ■ ■Making Be
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CHAPTER 8 ■ USING THE COMMAND LIN
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Page 251 and 252: C H A P T E R 12■ ■ ■Managing
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Page 267 and 268: APPENDIX■ ■ ■Perl TipsSee rec
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Page 275 and 276: ■ INDEXenscript option (printing)
Page 277 and 278: ■ INDEX■NNagiosadding hosts to,
Page 279 and 280: ■ INDEXsyslogcentralized logging
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