Allowing requestor login to RT

RT Users
1

Hi,

This may have been discussed before. I guess I have seen some posts almost
touching on it, but I’d appreciate more advise on this issue.

We run rt-2.0.14 (just upgraded). We have our staff members interacting
directly with rt because they have accounts and I have given them the access.

We are planning on letting non-staff members (say our clients) access RT for
the purpose of following up on their requests, just in case there is a delay.

Is there anyone doing something like this?

If so,

  1. How did you implement it, given there are so many different requestors?
  2. What level of access did you give them?

Thanking you in advance.

    cheers
   - wash

Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE)
http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St.,
GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI
“Oh My God! They killed init! You Bastards!”
–from a /. post

The Boss: What makes you think my mother is a moron?
Dilbert: She fed you.
(Scott Adams)

2

Odhiambo Washington wrote:

Hi,

This may have been discussed before. I guess I have seen some posts almost
touching on it, but I’d appreciate more advise on this issue.

We run rt-2.0.14 (just upgraded). We have our staff members interacting
directly with rt because they have accounts and I have given them the access.

We are planning on letting non-staff members (say our clients) access RT for
the purpose of following up on their requests, just in case there is a delay.

Is there anyone doing something like this?

If so,

  1. How did you implement it, given there are so many different requestors?

There is the SelfService part of WebRT. It allows users to view their active
and resolved tickets and create tickets. There is no way for them to change
other parts of the tickekts IIRC.

RT accounts created on email submission have no password set by default -
either hack that Yourself or switch to external authentication (LDAP works
like a charm for us).

  1. What level of access did you give them?

The pseudogroup ‘everyone’ has the rights ‘CreateTicket’ and ‘SeeQueue’.
The pseudogroup ‘requestor’ has the rights ‘ReplyToTicket’, ‘ShowTicket’,
and ‘SeeQueue’ (the last one is possibly redundant).

Regards,
Harald

Thanking you in advance.

    cheers
   - wash

Harald WagenerAn der Alster 4220099 Hamburg*http://www.fcb-wilkens.com