L.S.
I have set up user accounts for IT staff, but not for any other
people. There is no LDAP or other directory integration. We have only
internal customers.
Customers create tickets by sending an email. The automated response
contains a link to the ticket. When the requestor follows that link,
they are required to log in. Since they don’t have a user account they
can’t.
How can I enable requestors to view their tickets without logging in?
Dear community,
Is there anyone who can help me on this?
Best regards,
RinkeOn Wed, Oct 29, 2014 at 9:51 AM, Rinke Colen rcolen@experty.com wrote:
L.S.
I have set up user accounts for IT staff, but not for any other
people. There is no LDAP or other directory integration. We have only
internal customers.Customers create tickets by sending an email. The automated response
contains a link to the ticket. When the requestor follows that link,
they are required to log in. Since they don’t have a user account they
can’t.How can I enable requestors to view their tickets without logging in?
Hi Rinke,
I’m not sure if this is possible.
Is it absolutely necessary that customers be able to login to see their
tickets ?. If not you could just edit the Templates to remove any URL Links
to your system thus avoiding any confusion.
Alternatively, if you have a relatively small number of customers you can
manually set their password once they have submitted their first ticket.
The relevant documentation for authentication is
https://www.bestpractical.com/docs/rt/4.2.0/authentication.html
Rgds
IanOn 3 November 2014 11:56, Rinke Colen rcolen@experty.com wrote:
Dear community,
Is there anyone who can help me on this?
Best regards,
Rinke
On Wed, Oct 29, 2014 at 9:51 AM, Rinke Colen rcolen@experty.com wrote:
L.S.
I have set up user accounts for IT staff, but not for any other
people. There is no LDAP or other directory integration. We have only
internal customers.Customers create tickets by sending an email. The automated response
contains a link to the ticket. When the requestor follows that link,
they are required to log in. Since they don’t have a user account they
can’t.How can I enable requestors to view their tickets without logging in?
–
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training
Customers create tickets by sending an email. The automated response
contains a link to the ticket. When the requestor follows that link,
they are required to log in. Since they don’t have a user account they
can’t.How can I enable requestors to view their tickets without logging in?
I’m unaware of any extension that allows ticket with tokens to log in
and see your tickets. If you mean making all the tickets public,
maybe you could do that with RTx-BugTracker-Public but that comes with
a lot of other baggage and will likely not do all of what you want.
You say you don’t have central auth, but what are you trying to
accomplish, and are you really ok with making all your tickets public?
-kevin
By default, RT’s templates to non-RT-users doesn’t have URLs to the
tickets. Did you change the templates? Would removing the URLs from the
customer-facing templates be enough?On Wed, 29 Oct 2014 7:51 pm Rinke Colen rcolen@experty.com wrote:
L.S.
I have set up user accounts for IT staff, but not for any other
people. There is no LDAP or other directory integration. We have only
internal customers.Customers create tickets by sending an email. The automated response
contains a link to the ticket. When the requestor follows that link,
they are required to log in. Since they don’t have a user account they
can’t.How can I enable requestors to view their tickets without logging in?
RT Training November 4 & 5 Los Angeles
http://bestpractical.com/training