Configuring RT for customer logins

RT Users
1

I’m running into road blocks here, wondering if anyone can provide what they did. I want uses to be able to log into RT and view their tickets, create tickets, and reply to their tickets from the web.

In order to view a ticket a user has created it seems like I must grant “ShowTicket” but the second I do this the user can now see all unowned tickets?

I’m using rt 3.8.0. Is there a way to adjust the main landing page to hide all the boxes by default except certain ones? For example I would like to hide Reminders, 10 newest unowned tickets, Quick search, and Dashboards.

Thanks for your time,
Joel

2

Joel,

Try this: grant All the privileges for "Searches" Globally to

“Privileged”. Then grant “SeeQueue” and “CreateTicket” at the Queue
level to “Privileged”. Then grant “ShowTicket”, “ShowOutgoingEmail”, and
“ReplyToTicket” at the Queue level to “Requestrors”. That should give
you a good start. Permissions are difficult to grasp at first (at least
they were for me). I’ve found that a good rule to follow is to not grant
too much at a high level. I never grant rights to Users and only to
groups. I only grant the “Search” stuff and “ModifySelf” at the GLOBAL
level. The rest is always for certain groups for certain queues. This
works for me, but I have about 115 queues for technicaL support of
different software applications and infrastructure support. Your
installation may not need to be so protective or granular. Hope this helps.

Kenn
LBNLOn 2/23/2009 8:38 AM, Joel Schuweiler wrote:

I�m running into road blocks here, wondering if anyone can provide what
they did. I want uses to be able to log into RT and view their tickets,
create tickets, and reply to their tickets from the web.

In order to view a ticket a user has created it seems like I must grant
�ShowTicket� but the second I do this the user can now see all unowned
tickets?

I�m using rt 3.8.0. Is there a way to adjust the main landing page to
hide all the boxes by default except certain ones? For example I would
like to hide Reminders, 10 newest unowned tickets, Quick search, and
Dashboards.

Thanks for your time,

Joel

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