How to allow 2 self service users to see each others tickets

RT Users
1

Hi,

We have RT 3.8.2 running with external users using the self service

interface. However some of those external users are from the same
company and would like to be able to see and modify each others
tickets. I thought that I could create a group and put them both in it,
however that doesn’t seem to work. So my question is, how do you allow
to users that only have self service access to see and modify each
others tickets? Thanks in advance for any and all help.

Thanks,
~Jet

2

I’m guessing that this either can not be done or no one knows how to do
it.

Jet Wilda wrote:

3

I’m guessing there is not a lot of use of SelfService. I’ve asked a couple
of questions about it and got no answers.

I am assuming that there is a hard-coded search which shows the list of
tickets in the self service list, changing this might give them access to
the tickets, though the lack of permissions might prevent it.

Yours
David

4

That is a shame, it is a nice feature to allow limited outside access.
However with these limitations it may not fit our use case :frowning:

Thanks,

~Jet

David Donachie wrote:

I'm guessing there is not a lot of use of SelfService. I've asked a couple
of questions about it and got no answers.

I am assuming that there is a hard-coded search which shows the list of

tickets in the self service list, changing this might give them access to

the tickets, though the lack of permissions might prevent it.


Yours

David

  
-----Original Message-----
bounces@lists.bestpractical.com] On Behalf Of Jet WildaSent: 15 September 2009 15:43
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to allow 2 self service users to see each
others tickets

I’m guessing that this either can not be done or no one knows how to do

it.


Jet Wilda wrote:



Hi,

We have RT 3.8.2 running with external users using the self
  </pre></blockquote>



service
    


interface.  However some of those external users are from the same
company and would like to be able to see and modify each others
tickets.  I thought that I could create a group and put them both in
      


it,
    


however that doesn't seem to work.  So my question is, how do you
      


allow
    


to users that only have self service access to see and modify each
others tickets?  Thanks in advance for any and all help.

Thanks,

~Jet

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5

That is a shame, it is a nice feature to allow limited outside access.
However with these limitations it may not fit our use case :frowning:

If they’re using Self Service, why can’t they share a single account?

6

We would like to be able to keep track of the tickets by user and by
group.

Thanks,

~Jet

Jerrad Pierce wrote:

On Tue, Sep 15, 2009 at 11:58, Jet Wilda <jet@mycolo.biz> wrote:
  
That is a shame, it is a nice feature to allow limited outside access.
However with these limitations it may not fit our use case :-(
    
If they're using Self Service, why can't they share a single account?
7

Hi;

I have done this in a sort of a hack, relay on self service users being
grouped together ie
Create Group X
Add user a and user b as members of group X (you may need to make the
users Privileged, add them to group, then make them un-Privileged again)
Modify the SelfService MyRequests (I think its in SelfService/Elements)
to instead of pulling tickets where the requester == CurrentUser , it
looks for the CurrentUser group membership, if exists it pulls the
tickets where the requestor is a member of the group.
Regards;
Roy

Jet Wilda wrote:

8

I’m guessing there is not a lot of use of SelfService. I’ve asked a couple
of questions about it and got no answers.

I am assuming that there is a hard-coded search which shows the list of
tickets in the self service list, changing this might give them access to
the tickets, though the lack of permissions might prevent it.

The search looks for Ticket Watchers.
You need to add a Scrip to make the users CCs of each other’s tickets,
or change the search in some other manner. I thought there was some
discussion of this on the wiki, and I know people have been making
mods for this recently because of the questions on the irc channel.

-kevin