Give CCs the ability to view, reply to tickets?

RT Users
1

Hi all. This seems like it should work, but I’m flummoxed. Any
suggestions appreciated.

I’d like to give CCs on a ticket the ability to view the ticket and
reply to the ticket via the self-service web interface.

In Configuration, Global, Group Rights I’ve given
rights as follows:

Everyone:
CreateTicket
ModifySelf
ReplyToTicket

Privileged:
No rights granted

(FYI, I only grant privileged rights on a queue-by-queue basis.)

Unprivileged:
No rights granted

…

Cc:
ReplyToTicket
ShowTicket

Do I need to add other rights to the Cc Role to make the tickets
available in the Self Service interface? What affect does SeeQueue right
have on the Roles? I’m hesitant to grant SeeQueue right globally to any
of the Roles, since I’m not sure if it’s secure and safe to do so.

Rick R.

Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099

2

Hi all,
I am still brushing up on my perl skills and wondering if any of you can
tell me what this piece of code does.

Parameters passed in during an import that we probably don’t want to

touch, otherwise
foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) {
$params{$attr} = $args{$attr} if ( $args{$attr} );
}
Thanks,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan@mudnebr.com

3

Rick,

The SelfService screen will only display tickets for which
you are the Requestor. You will need to change MyRequests
to have it add the additional tickets at the very least.
I suspect that your permissions are entirely correct and
they do act as you think they do.

KenOn Fri, Jul 01, 2005 at 10:04:15AM -0500, Rick Russell wrote:

Hi all. This seems like it should work, but I’m flummoxed. Any
suggestions appreciated.

I’d like to give CCs on a ticket the ability to view the ticket and
reply to the ticket via the self-service web interface.

In Configuration, Global, Group Rights I’ve given
rights as follows:

Everyone:
CreateTicket
ModifySelf
ReplyToTicket

Privileged:
No rights granted

(FYI, I only grant privileged rights on a queue-by-queue basis.)

Unprivileged:
No rights granted

…

Cc:
ReplyToTicket
ShowTicket

Do I need to add other rights to the Cc Role to make the tickets
available in the Self Service interface? What affect does SeeQueue right
have on the Roles? I’m hesitant to grant SeeQueue right globally to any
of the Roles, since I’m not sure if it’s secure and safe to do so.

Rick R.

–
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669

Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099

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4

Parameters passed in during an import that we probably don’t want to touch,

otherwise
foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) {
$params{$attr} = $args{$attr} if ( $args{$attr} );
}

It goes something like this:
for each string in the list “(id Creator Created LastUpdated LastUpdatedBy)”
assign it to the variable attr
then get the value of that attribute from the hash table args (if it is
defined) and put it into the hash table params.

So if you have a ticket where id is “111”, Creator is “me”, and Created is
“now” this code will copy those values from the %args hast table into the
%params hast table. But it won’t put LastUpdated into %params because it
doesn’t have a value associated with it.

Check out “Learning Perl” from O’Reilly; it does a good job explaining the
basics of perl, including variables and hash tables.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Ahalya_Nathan@mudnebr.com
Sent: Friday, July 01, 2005 9:37 AM
To: rt-users@lists.bestpractical.com;
rt-users-bounces@lists.bestpractical.com
Subject: [rt-users] Doubt in Perl

Hi all,
I am still brushing up on my perl skills and wondering if any of you can tell
me what this piece of code does.

Parameters passed in during an import that we probably don’t want to touch,

otherwise
foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) {
$params{$attr} = $args{$attr} if ( $args{$attr} );
}
Thanks,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan@mudnebr.com