Configuring limited access for customers

RT Users
1

Hello

I have problems configuring the SelfService frontend for a customer of
us that should only be able to see the ticket history excluding our
internal comments and report new problems via web.

The user has been created as “may login” but not with “has rights”, is
now able to login but does not see any tickets nor any queue in the
selectbox when trying to create a new ticket.

I gave one of our queues the following rights below
Configuration → Queue → Group Rights → Unprivileged Users:
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
StealTicket
TakeTicket
There are no further rights for unprvi’d users in “Global → Group Rights”.

What’s missing? Any RTFM pointer is appreciated, too.

thanks,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

2

I have problems configuring the SelfService frontend for a customer of
us that should only be able to see the ticket history excluding our
internal comments and report new problems via web.

I managed to get that working after I realized that I had to logout and
relogin to make the settings effective…

Now I have the wanted settings running for one separated Queue. Is it
also possible to give a some Customers access to the same Queue but
still have them see only their tickets? “My tickets” filters right but
I was able to enter arbitrary ticket numbers directly to access the
other ones.

thanks,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

3

Yes. Give the system role ‘Requestor’ right to view ticket.

-ToddOn Mon, Nov 08, 2004 at 05:13:40PM +0100, Christian Hammers wrote:

On Mon, Nov 08, 2004 at 02:00:07PM +0100, Christian Hammers wrote:

I have problems configuring the SelfService frontend for a customer of
us that should only be able to see the ticket history excluding our
internal comments and report new problems via web.

I managed to get that working after I realized that I had to logout and
relogin to make the settings effective…

Now I have the wanted settings running for one separated Queue. Is it
also possible to give a some Customers access to the same Queue but
still have them see only their tickets? “My tickets” filters right but
I was able to enter arbitrary ticket numbers directly to access the
other ones.

thanks,

-christian-

–
Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
L�tticher Stra�e 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879

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4

I gave one of our queues the following rights below
Configuration → Queue → Group Rights → Unprivileged Users:
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
StealTicket
TakeTicket
There are no further rights for unprvi’d users in “Global → Group Rights”.

You may have done this intentionally, but generally unprivledged users
can’t own, steal, or take tickets.

seph

5

HelloOn Tue, Nov 09, 2004 at 10:43:01AM -0500, seph wrote:

I gave one of our queues the following rights below
Configuration → Queue → Group Rights → Unprivileged Users:
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
StealTicket
TakeTicket
There are no further rights for unprvi’d users in “Global → Group Rights”.

You may have done this intentionally, but generally unprivledged users
can’t own, steal, or take tickets.

In this case the queue was for a business-partner of ours and I expected
tickets to be ping-pongt between him and uns until they are resolved. We
could of course only use the status but the customer can’t modify it and
I wont him (trustable) to say just “we got news, gimme that ticket I can
work on it” i.e. Steal and then Own it.

Or is there a better approach?

bye,

-christian-

Christian Hammers WESTEND GmbH | Internet-Business-Provider
Technik CISCO Systems Partner - Authorized Reseller
Lï¿œtticher Straï¿œe 10 Tel 0241/701333-11
ch@westend.com D-52064 Aachen Fax 0241/911879