Allowing non logged-in users to view tickets

I’ve been playing around with user rights, and can’t seem to hit on anything…

Is there a way to allow users to click a link like this:

http://helpdesk.foo.com/Ticket/Display.html?id=13

and get a read-only view of their ticket without having to log in? I
don’t really care about access control…I know that a user could
substitute another value for the id number and see someone else’s
ticket.

Thanks!

I’ve been playing around with user rights, and can’t seem to hit on
anything…

Is there a way to allow users to click a link like this:

http://helpdesk.foo.com/Ticket/Display.html?id=13

and get a read-only view of their ticket without having to log in? I
don’t really care about access control…I know that a user could
substitute another value for the id number and see someone else’s
ticket.

Thanks!


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Sort of,… via the SelfService interface. You could use the "guest"
account to do something like that.

What I did is to send a requestor a so called
"AutoReplyWebTicketStub" on a one-shot basis, so they get a one-shot
additional email with their personal ticket URL. It’s a queue
specific Scrip, not a global one.

via a Scrip “SendWebTicketStib” with: Condition: On Create, Action:
Autoreply To Requestors, Stage: TransactionCreate, Template:
AutoReplyWebTicketStub
on a queue where guests can see tickets. (most likely one would use a
general “incoming” queue)

AutoReplyWebTicketStub template here:
(shameless rip from internal templates as examples)

RT-Attach-Message: no

Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
"{$Ticket->Subject()}",

You can also consult your Ticket via a Web browser at the following URL:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id}&user=guest&pass=guest

                     Thank you,
                     {$Ticket->QueueObj->CorrespondAddress()}

Hope this helps.

Brussels University
Pleinlaan 2
Computer Center VUB/ULB (VUBnet)
Ing. Robert Jansen
B-1050 Brussels
Belgium (Europe)

email: rjansen@vub.ac.be
Tel: +32-2-650.36.94
Secr: +32-2-650.37.38
Fax: +32-2-650.37.40