We’re using RT to track ongoing issues with our new building.
Tickets are submitted via email and are sorted manually into one of
several queues depending on subject matter.
I have set up the SelfService web interface so that users can see
their own tickets, and this is working well.
However it has recently been decided that users should be able to see
ALL tickets in certain queues, not just their own tickets. I could
achieve this by adjusting permissions for the “Everyone” group for
the queues which are to be made public, and by making every user
But I don’t really want to have to go through several hundred
existing user accounts one by one to make each one “privileged”! It
sounds like a maintenance nightmare. So I’m looking for an easier
way. Could I for instance alter the SelfService interface to provide
search facilities so that unprivileged users can see all of the
tickets in certain queues? Or can you suggest a better way of
showing unprivileged users all the tickets in certain queues?
I’ve adjusted permissions for “Everybody” so that unprivileged
users can see tickets in the public queues by going direct to each
ticket’s URL. But of course the users won’t be able to find out the
ticket URLs from the SelfService web interface as it currently is.
I haven’t been able to find an answer to this on the list archives or
Can anyone help?
-- Chris Cooke.
Computing Officer, School of Informatics, University of Edinburgh.
The University of Edinburgh is a charitable body, registered in
Scotland, with registration number SC005336.