How do I allow ticket creation for a user

RT Users
1

Hi,

I’ve allowed a user to log in to view tickets - and this is really good
in the SelfService area.

However, they can’t create a ticket - what permissions do I have to
give where to allow a user to create a ticket in a single queue via the
web interface.

Thanks,
Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com http://www.freewayprojects.com/
Email: kbailey@freewayprojects.com mailto:kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

2

Hi Kevin,
at best you grant CreateTicket right to System Group: Unprivileged
Users inside the needed Queues.

Torsten2010/4/4 Kevin Bailey kbailey@freewayprojects.com:

Hi,

I’ve allowed a user to log in to view tickets - and this is really good in
the SelfService area.

However, they can’t create a ticket - what permissions do I have to give
where to allow a user to create a ticket in a single queue via the web
interface.

Thanks,

Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com
Email: kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

3

Hi kevin,
Sorry i forgot: SeeQueue right is also needed!

Torsten

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An: Kevin Bailey kbailey@freewayprojects.com
Cc: RT-Users@lists.bestpractical.com RT-Users@lists.bestpractical.com
Gesendet: Sun Apr 04 08:19:15 2010
Betreff: Re: [rt-users] How do I allow ticket creation for a user

Hi Kevin,
at best you grant CreateTicket right to System Group: Unprivileged
Users inside the needed Queues.

Torsten

4

Hiya,

Thanks for the replies - I poked around and found that if I add these
permissions to a user on a queue

CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments

The user can then create a ticket for that queue with the web interface.

The additional point to note is that the user will then be able to use
the normal interface to view all tickets in the queue - even if they
are not the requestor.

Thanks for the pointers,

Kev

Kevin Bailey wrote:

Hi,

I’ve allowed a user to log in to view tickets - and this is really
good in the SelfService area.

However, they can’t create a ticket - what permissions do I have to
give where to allow a user to create a ticket in a single queue via
the web interface.

Thanks,

Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com http://www.freewayprojects.com/
Email: kbailey@freewayprojects.com mailto:kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com http://www.freewayprojects.com/
Email: kbailey@freewayprojects.com mailto:kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

5

Hiya,

Thanks for the replies - I poked around and found that if I add these permissions to a user on
a queue

CommentOnTicket
[1] CreateTicket
[2] ReplyToTicket
[3] SeeQueue
[4] ShowTicket
[5] ShowTicketComments

The user can then create a ticket for that queue with the web interface.

The additional point to note is that the user will then be able to use the normal interface to
view all tickets in the queue - even if they are not the requestor.

Don’t hand ShowTicket out Unprivileged on the queue, hand it out to
Requestors and Ccs on the queue, then users can only see tickets they
created (or were added as a CC to by someone)

-kevin