Allow client to see their requested tickets

Hi,

We have a requirement to allow our clients to have access to our
ticketing system.

We only want to allow them to see tickets that they are the requester
for.

We would also like them to have the ability to reply within their
tickets.

Its highly important that they obviously cant see any tickets that they
are not the requester for.

What would be the best way to go about this?

Many Thanks
Dave

Hi,

We have a requirement to allow our clients to have access to our
ticketing system.

We only want to allow them to see tickets that they are the requester
for.

We would also like them to have the ability to reply within their
tickets.

Its highly important that they obviously cant see any tickets that they
are not the requester for.

What would be the best way to go about this?

IIRC, there is something in the Wiki to help you do this: A template that
you use to autorespond, which gives the requestor a username and password
and a link to follow their request, some scrips and some configuration
(Privilege grants) in RT.
It’s long since I did this, but I am sure I used to do it. Check the Addons
too.

Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223


“The only time a woman really succeeds in changing a man is when he is a
baby.”
- Natalie Wood

Thanks Roy,

That’s exactly what i am looking for =)From: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group “Requestor” the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
Roy

http://www.vialtus.com/

This email is subject to:

Dave Wells wrote:

Hi,

We have a requirement to allow our clients to have access to our
ticketing system.

We only want to allow them to see tickets that they are the requester
for.

We would also like them to have the ability to reply within their
tickets.

Its highly important that they obviously cant see any tickets that
they
are not the requester for.

What would be the best way to go about this?

Many Thanks
Dave


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Hi,

One further question,

In the self service interface, the user has the option of New Ticket.

However since the unprivileged user has no permissions on the queues
they cannot choose a queue to create the ticket in as below:

Queue: ()

How would I grant them permissions to be able to create a ticket in our
default support queue?

Regards
DaveFrom: Dave Wells
Sent: 02 April 2009 16:10
To: ‘Raed El-Hames’; RT users
Subject: RE: [rt-users] Allow client to see their requested tickets

Thanks Roy,

That’s exactly what i am looking for =)

From: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group “Requestor” the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
Roy

http://www.vialtus.com/

This email is subject to:

Dave Wells wrote:

Hi,

We have a requirement to allow our clients to have access to our
ticketing system.

We only want to allow them to see tickets that they are the requester
for.

We would also like them to have the ability to reply within their
tickets.

Its highly important that they obviously cant see any tickets that
they are not the requester for.

What would be the best way to go about this?

Many Thanks
Dave


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Grant to unprivilegd users the seequeue rights in this queue could help?!?

----- Originalnachricht -----Von: rt-users-bounces@lists.bestpractical.com rt-users-bounces@lists.bestpractical.com
An: RT users rt-users@lists.bestpractical.com
Gesendet: Thu Apr 02 17:50:20 2009
Betreff: Re: [rt-users] Allow client to see their requested tickets

Hi,

One further question,

In the self service interface, the user has the option of New Ticket.

However since the unprivileged user has no permissions on the queues
they cannot choose a queue to create the ticket in as below:

Queue: ()

How would I grant them permissions to be able to create a ticket in our
default support queue?

Regards
Dave

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

From: Dave Wells
Sent: 02 April 2009 16:10
To: ‘Raed El-Hames’; RT users
Subject: RE: [rt-users] Allow client to see their requested tickets

Thanks Roy,

That’s exactly what i am looking for =)

From: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group “Requestor” the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
Roy

http://www.vialtus.com/

This email is subject to:

Dave Wells wrote:

Hi,

We have a requirement to allow our clients to have access to our
ticketing system.

We only want to allow them to see tickets that they are the requester
for.

We would also like them to have the ability to reply within their
tickets.

Its highly important that they obviously cant see any tickets that
they are not the requester for.

What would be the best way to go about this?

Many Thanks
Dave


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com