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Yoyodyne's Operations group consists primarily of systems and network administrators (admins). They manage all of the computing and network infrastructure at Yoyodyne and were responsible for bringing RT into the organization. They use RT as an internal tool to track the work they need to do and the work they've already done.
System and network admins use the Network and Server Operations queue to track everything that goes on with Yoyodyne's technical infrastructure. An admin opens a ticket for anything that needs to be done, whether or not there's a problem involved. By updating the relevant ticket each time anyone works an issue, the team makes sure that any individual admin always can find out about the status of an issue or project, just by checking the ticket. For example, finding out what's changed on the server bonzai.yoyodyne.com in the past month is as simple as searching for all the tickets in the Network and Server Operations queue that mention "bonzai" in the Hardware device affected custom field and have been updated in the last month.
7.1.1. Custom Fields
Yoyodyne's staff added a number of custom fields for tickets in the Network and Server Operations queue.
Yoyodyne's staff created a single user-defined group in RT called Sysadmins. This group contains all of the systems and network administrators.
The Network and Server Operations queue uses the scrips outlined in Table 7-1.
An ACL, or Access Control List, is a flexible and powerful way to manage access rights, based on membership in a list that has the appropriate rights assigned to it. Lists can be assigned to one another to create complex and useful access groups to suit the level of control detail required.
To allow all staff at Yoyodyne to submit tickets to RT, the administrators granted the Privileged group the following rights:
SeeQueue CreateTicket ReplyToTicket
Yoyodyne's Sysadmins are able to do just about everything to tickets in the Network and Server Operations queue, so the RT administrators granted the Sysadmin group the following rights:
ShowTicket ShowTicketComments ShowOutgoingEmail Watch WatchAsAdminCc CreateTicket CommentOnTicket OwnTicket ModifyTicket DeleteTicket TakeTicket StealTicket
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