Allowing non logged-in users to view tickets

RT Users
1

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!

2

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:

Foo.com

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