Ability to hide comments in the ticket

RT Users
1

Is there a way for me to add comments to a ticket that other priviliged
users can see but that the requestor can not see? I find it common to
want to document information on a per ticket basis that we may not want
to communicate to the person that has opened the ticket.

Thanks in advance.

Ben

2

Is there a way for me to add comments to a ticket that other priviliged
users can see but that the requestor can not see? I find it common to
want to document information on a per ticket basis that we may not want
to communicate to the person that has opened the ticket.

You’re describing the default behavior for comments. “Reply” sends the
message to the requester. “Comment” stays private.

-Tim

Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103 fax: 952.988.4311 AIM: tis270

3

But if the user logs in to the web interface, they can see these comments.

Ben

Tim Wilson wrote:>On 1/8/04 12:10 PM, “Ben Bush” ben@vintela.com wrote:

Is there a way for me to add comments to a ticket that other priviliged
users can see but that the requestor can not see? I find it common to
want to document information on a per ticket basis that we may not want
to communicate to the person that has opened the ticket.

You’re describing the default behavior for comments. “Reply” sends the
message to the requester. “Comment” stays private.

-Tim

4

Not if they’re an unprivileged user, using the SelfService interface.
If they are a privileged user, then yes, they can see them…

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh@mqsoftware.com

-----Original Message-----
From: Ben Bush [mailto:ben@vintela.com]
Sent: Thursday, January 08, 2004 2:53 PM
To: Tim Wilson
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] Ability to hide comments in the ticket

But if the user logs in to the web interface, they can see these
comments.

Ben

Tim Wilson wrote:

Is there a way for me to add comments to a ticket that other
priviliged
users can see but that the requestor can not see? I find it common
to
want to document information on a per ticket basis that we may not
want
to communicate to the person that has opened the ticket.

You’re describing the default behavior for comments. “Reply” sends
the
message to the requester. “Comment” stays private.

-Tim

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

5

But if the user logs in to the web interface, they can see these comments.

You need to make sure you haven’t granted “Everyone” or “Unprivileged
Users” the right to ShowTicketComments.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

6

Ok. I had the permissions setup wrong that allowed them to do this.
Thanks for getting me straightened out!!

Ben

Kelly F. Hickel wrote:

7

Hi,

I’ve just finished a fresh install of RT 3.0.8 with MySQL 4.0.17/Apache 1.3.29.

I’ve already a production platform with RT 3.0.7/MySQL 4.0.17/Apache 1.3.29.

On both installations, I can’t create anymore templates for a specific queue.

I obtain the following error message :

“Trying to check RT::Queue rights for an unspecified RT::Queue at
/usr/local/rt3/lib/RT/Principal_Overlay.pm”

Please can someone make the very simple following test :

Configuration -> Queues -> “select a queue” -> Templates -> New template

Does it work ?

Then try :

Configuration -> Global -> Templates -> New template

It should work.

Regards.

Jean-Pierre FORCIOLI.