Hi,
I’ve asked this question before, but didn’t get a responce, so sorry for
repeating myself:
http://lists.bestpractical.com/pipermail/rt-users/2008-January/049721.html
Basically, I want some users to use the self service interface, but to
be able to see all the tickets in a particular queue.
To do this, I would need either to somehow cause some priveledged users
to be presented with the self service interface.
Or, add unpriveledged users to a group and user a trigger to add the
group as a CC for tickets in that queue.
What would people suggest for achieving this?
Is there an easier solution that I have overlooked?
Regards,
Oliver.
Hi,
I’ve asked this question before, but didn’t get a responce, so sorry for
repeating myself:
[rt-users] Self service and user preferences
Basically, I want some users to use the self service interface, but to
be able to see all the tickets in a particular queue.
To do this, I would need either to somehow cause some priveledged users
to be presented with the self service interface.
Or, add unpriveledged users to a group and user a trigger to add the
group as a CC for tickets in that queue.
What would people suggest for achieving this?
Here we put custommers as Privileged and give them the correct rights to
see their tickets (one queue per customer) using scripts from our
customers database.
Don’t know if this is the best way, but it meet our needs 
Basically, I want some users to use the self service interface, but to
be able to see all the tickets in a particular queue.
To do this, I would need either to somehow cause some priveledged users
to be presented with the self service interface.
Or, add unpriveledged users to a group and user a trigger to add the
group as a CC for tickets in that queue.
What would people suggest for achieving this?
Here we put custommers as Privileged and give them the correct rights to
see their tickets (one queue per customer) using scripts from our
customers database.
Don’t know if this is the best way, but it meet our needs
The only problem with that, is that we’d prefer to present our customers
with the self service interface, rather then the priveledged user
interface.
The only problem with that, is that we’d prefer to present our customers
with the self service interface, rather then the priveledged user
interface.
Privileged users can access /SelfService, here we limit customer access
to /SelfService on our reverse-proxy.
The only problem with that, is that we’d prefer to present our customers
with the self service interface, rather then the priveledged user
interface.
I have a code bit up on the Wiki that lets our privileged users select
which interface they want, the Self-Service or the normal one. You
should be able to adapt that to your needs by using a custom group right
instead of a cookie.
http://wiki.bestpractical.com/view/BasicVsAdvancedInterface
For more on creating a custom group right:
http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers
Hope that helps!
Regards,
joe
Joe Casadonte
joe.casadonte@oracle.com
========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========
The only problem with that, is that we’d prefer to present our customers
with the self service interface, rather then the priveledged user
interface.
Privileged users can access /SelfService, here we limit customer access
to /SelfService on our reverse-proxy.
I’m not sure that solution will work for us since I don’t currently know
how we will be providing access to our customers, I can’t guarentee that
we’ll be able to identify connection from our customers as opposed to
connections from actually priveledged users in Apache.
I haven’t played with this, but one could conceivably create and RT
Attribute that lets a user choose basic or advanced and only allow
certain groups access to change it. Just default to basic?
Joe Casadonte wrote:> On 2/11/2008 11:51 AM, Oliver Jeeves wrote:
The only problem with that, is that we’d prefer to present our customers
with the self service interface, rather then the priveledged user
interface.
I have a code bit up on the Wiki that lets our privileged users select
which interface they want, the Self-Service or the normal one. You
should be able to adapt that to your needs by using a custom group right
instead of a cookie.
http://wiki.bestpractical.com/view/BasicVsAdvancedInterface
For more on creating a custom group right:
http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers
Hope that helps!
Oliver,
Are you using LDAP or any kind of external look up method? Have you
considered modifying your RT-Config settings to allow self-service users
to be added as “unprivileged” users? That way you could grant
“CreateTicket” and “SeeQueue” rights to “Everyone”. Keep the rights for
seeing specific tickets, etc to privileged users. That way a
self-service user will be able to verify where their ticket is but not
get into it. If you want them to see it (“ShowTicket”) and reply
(“RepltToTicket”), then you grant those rights as well, but not to
everybody. Hope this helps.
Kenn
LBNLOn 2/11/2008 8:51 AM, Oliver Jeeves wrote:
On Mon, 2008-02-11 at 17:43 +0100, Emmanuel Lacour wrote:
On Mon, Feb 11, 2008 at 04:31:15PM +0000, Oliver Jeeves wrote:
Basically, I want some users to use the self service interface, but to
be able to see all the tickets in a particular queue.
To do this, I would need either to somehow cause some priveledged users
to be presented with the self service interface.
Or, add unpriveledged users to a group and user a trigger to add the
group as a CC for tickets in that queue.
What would people suggest for achieving this?
Here we put custommers as Privileged and give them the correct rights to
see their tickets (one queue per customer) using scripts from our
customers database.
Don’t know if this is the best way, but it meet our needs
The only problem with that, is that we’d prefer to present our customers
with the self service interface, rather then the priveledged user
interface.
The rt-users Archives
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
Oliver,
Are you using LDAP or any kind of external look up method? Have you
considered modifying your RT-Config settings to allow self-service users
to be added as “unprivileged” users? That way you could grant
“CreateTicket” and “SeeQueue” rights to “Everyone”. Keep the rights for
seeing specific tickets, etc to privileged users. That way a
self-service user will be able to verify where their ticket is but not
get into it. If you want them to see it (“ShowTicket”) and reply
(“RepltToTicket”), then you grant those rights as well, but not to
everybody. Hope this helps.
Kenn
LBNL
I understand how to use unpriveledged users.
The problem is, that unpriveledged users only get a list of tickets for
which they are a requestor of some sort, which is only usually tickets
that they created.
What I want, is for them to be able to see an entire queue. ie. tickets
created by other people, without requiring a priveledged user to
manually add them as a CC.