Akeeba Ticket System

Wednesday, 19 August 2015 09:36 CDT

SatIntAKB

Hallo. I am working through Quick Setup chap 2 and that refers to Super Administrators. Maybe this is older Joomla name? We have Super User and Administrator.
I note that in the ATS Categories, our Super Users and Administrators are already Managers. Is that the normal behaviour?
And if I then create a new User Group Tech Support and set their permissions as per Quick Setup, they will show up as Managers as well?
Thanks

Wednesday, 19 August 2015 17:02 CDT

nicholas

Yes, "Super Administrator" was the old name for "Super User". There may be some leftover references to the old name in our documentation.

I note that in the ATS Categories, our Super Users and Administrators are already Managers. Is that the normal behaviour?

Yes. The category managers are those who have the "Staff" access control permission set to Allowed. Super Users have an implicit, non-overridable Allow on every single privilege known to your site at any given time. They have "God Mode". As such they will always be managers and generally have the power to do whatever they want on your site. They are the Gods of the site. Do not hand out Super User accounts to people you do not trust at least as much as yourself.

And if I then create a new User Group Tech Support and set their permissions as per Quick Setup, they will show up as Managers as well?

Yes.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 21 August 2015 04:12 CDT

SatIntAKB

Thank you, NIcholas.
We can't follow your Quick Setup precisely as we already have several different Customer User Groups setup, however we think we understand the principles. Maybe.
I created a Customer Service group (parent = Public) and added a new testuser as per your doc.
I went to an existing User Group and set the Category Permissions as your doc (our groups are one level down from Registered and we made no changes to Registered so everything in there is still the default Inherited).

I note the following behaviour:
1. testuser appears as Manager for Tickets and can be assigned tickets
2. testuser can see all tickets from everyone under Categories
3. testuser can not raise tickets on his own user account
4. customer can raise tickets
5. customer can only see his own tickets under Categories and under MyTickets

Is this correct? It would make sense that a Customer Services user can't raise a ticket for themselves but can see all tickets. and, of course, a customer can raise tickets and only see their own.

Friday, 21 August 2015 04:19 CDT

nicholas

1, 2: One of the groups he belongs in OR one of their parent groups has the Staff privilege set to Allowed either for the component or one or more of the categories. That's why he's a manager there.

3: You need to give the Create privilege to raise tickets. It is a different privilege. It makes sense to separate ticket creation from ticket reply. Probably not in your particular use case but it definitely does for many other users of the software :)

4, 5: Correct. He does not have the Staff privilege but does have the Create privilege. So he can create tickets but only see his own tickets (and Public tickets, of course, as everyone can see them).

So this sounds about right.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 21 August 2015 04:39 CDT

SatIntAKB

Thank you. I went back and checked the permissions (Create Private was Allowed for Customer Service and Customer groups). I allocated testuser to both Customer Service and Registered groups.

Now, testuser CAN raise tickets - and can raise them for any user account (his own and also there is a Select a User button).

This is a neat feature. Is this working as the desired behaviour? I am sorry for the basic level of qs and you and your colleague have been most helpful already. But I always try to setup as default as possible and understand what is going on before making too many changes.

Friday, 21 August 2015 05:35 CDT

nicholas

Is this working as the desired behaviour?

Yes :)

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 21 August 2015 06:04 CDT

SatIntAKB

Thank you very much.

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