General question - new to RT

I’m currently evaluating RT for use as a support tool for my
organization. I’m coming up with difficulties setting up User Rights
within the interface- it doesn’t seem to be working as I had thought. I
believe this may be because I’m making an assumption about RT that may not
be true: can we work within RT and have our customers simply view the
queues within which they are a group with limited rights to see the status
of their tickets, or is it more of an interface for our employees, with our
customers only receiving email notifications about the status of their
tickets? If I try to create a user who would be a customer, no matter what
rights are assigned to them, they can view limited details about
Configuration that I wouldn’t want them to view. Is there any help you
could offer me?

Thank you for your help.

Julie Kmetzo
E-business Coach, Inc.
Use the Internet to grow your business™

I’m currently evaluating RT for use as a support tool for my
organization. I’m coming up with difficulties setting up User Rights
within the interface- it doesn’t seem to be working as I had thought.
I believe this may be because I’m making an assumption about RT that
may not be true: can we work within RT and have our customers simply
view the queues within which they are a group with limited rights to
see the status of their tickets, or is it more of an interface for our
employees, with our customers only receiving email notifications about
the status of their tickets?

Basically, there are two views on RT’s Web UI: The ‘normal’ UI, which
You see if You log in as a privileged user, and the ‘Self Service’ one,
which only shows You a limited amount of information. Just try to open
http://to.Your.rt-instance/SelfService/ to see what unprivileged users
will get to see.

Regards,
Harald