Allowing Requestors to View Tickets in the UI

RT Users
1

Is there a way to allow the end users of my system (the requestors) to view
their tickets in the UI? The only way I can see this is:

  1. Manually search for each requestor’s email address in the Create User
    screen.
  2. Give each the right to be granted permissions and access RT.
  3. Give each user a password.
  4. Create an “All Users” group.
  5. Assign each user to the All Users group (for future features,
    hopefully).
  6. Give the All Users group the rights I want
  7. Teach every user how to use the interface to view a specific ticket.

It doesn’t even look like I can specify the dashboard for each group - or
the home page.

Surely this process is not the only way to do this. Before I devote a
significant chunk of my time to this - can anyone tell me if I’m missing
something?

Thanks in advance!
-Chris

2

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So, what I did was a bit of a hack, but I like it.

My users/customers already have accounts in a portal. If they submit a
trouble ticket (by any path, we have a web form that generates an email
to RT as well), they can view their tickets via our portal.

If you don’t have that relationship with your customers, then this won’t
work for you. Note that I do not validate my customers against LDAP
or AD or anything like that, our SIMtone USP has an entirely different
interface, and I validate them against that already. I could write a
module to have RT validate against that, but that would cause the users
to have to perform a seperate login to RT, and I’m showing the RT
interface in an IFRAME.

I did this by using ProxyPass on my portal, and in my backend (which is
rails), I am stuffing a session cookie into RT’s session DB (using just
enough of RT.pm), and also stuffing the cookie into the client’s
browser. That means that they appear to RT that they are already logged
in.

I realized that since the cookie values in both rails and RT are
arbitrary values, that actually I can probably get away with having only
a single cookie.

(My DB, RT, rails application server(s), and Apache load balancer are
all seperate VMs, btw)

I would be happy to share this code. Ah, it’s only 20 lines, here ya go:

#!/usr/bin/perl

package RT;
use lib ( “/usr/local/share/request-tracker3.6/lib”, “/usr/share/request-tracker3.6/lib” );

use RT;
use RT::I18N;
use RT::CurrentUser;
use RT::System;
use Data::Dumper;

my $email = $ARGV[0];

LoadConfig();

#Get a database connection
Init();

my $hostname = “example.com”;
my $hostport = 80;
my $cookiename = “RT_SID_”.$hostname.“.”.$hostport;

my $session_class = ‘Apache::Session::MySQL’;
use Apache::Session::MySQL;
my %session;

morning bug avoidance attempt – pdh 20030815

unless ($RT::Handle->dbh && $RT::Handle->dbh->ping) {
$RT::Handle->Connect();
}

eval {
tie %session, $session_class,
undef,
{
Handle => $RT::Handle->dbh,
LockHandle => $RT::Handle->dbh,
};
};

my $user = RT::CurrentUser->new;
$user->LoadByName($email);
if (!$user->Id) {
my $RootUser = RT::User->new(RT::CurrentUser->new(‘root’));
my ($val, $msg) = $RootUser->Create(“EmailAddress” => $email,
“Name” => $email);
die $msg if($val == 0);

$user->Load($val);

}
$session{‘CurrentUser’}=$user;

print $session{_session_id}.“\n”;
#print “Session is: “.Dumper($user).”\n”;

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