Keyword visibility in SelfService screen

RT Users
1

Hey, all -

Is there any way of allowing nonprivileged users to see the keyword
status of their requests in the selfservice screen? We use keywords
extensively to mark the various phases of the requests, but keywords
aren’t visible on the requestors selfservice screen.

I’m using RT 2.0.14

        Colm

Colm Buckley | colm@tuatha.org | +353 87 2469146 | www.colm.buckley.name
As a computer, I find your faith in technology amusing.

2

Is there any way of allowing nonprivileged users to see the keyword
status of their requests in the selfservice screen? We use keywords
extensively to mark the various phases of the requests, but keywords
aren’t visible on the requestors selfservice screen.

I’m using RT 2.0.14

A bit of investigation reveals that keywords should be being
displayed in SelfService/Display.html (because I can see the code to
do it), but they’re not. Further digging reveals that
$Ticket->QueueObj doesn’t seem to be working properly - elsewhere on
SelfService/Display.html, the code should be displaying
$Ticket->QueueObj->Name and $Ticket->QueueObj->Description, but both
of these are coming up as empty strings; it would appear that the
wrong QueueObj is being returned from the QueueObj subroutine in
RT::Ticket.

Does this work for anyone else (RT 2.0.14) - can you see the correct
Queue name and description when logged on as an unprivileged user in
SelfService/Display.html?

     Colm

Colm Buckley | colm@tuatha.org | +353 87 2469146 | www.colm.buckley.name
“May the road rise to meet you.” is not a blessing favoured by
motorcyclists.

3

Colm Buckley wrote:

A bit of investigation reveals that keywords should be being
displayed in SelfService/Display.html (because I can see the code to
do it), but they’re not. Further digging reveals that
$Ticket->QueueObj doesn’t seem to be working properly - elsewhere on
SelfService/Display.html, the code should be displaying
$Ticket->QueueObj->Name and $Ticket->QueueObj->Description, but both
of these are coming up as empty strings; it would appear that the
wrong QueueObj is being returned from the QueueObj subroutine in
RT::Ticket.

I haven’t used SelfService, but this sounds like your user
simply doesn’t have the right to SeeQueue.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

4

Colm Buckley wrote:

Further digging reveals that $Ticket->QueueObj doesn’t seem to be
working properly

I haven’t used SelfService, but this sounds like your user simply
doesn’t have the right to SeeQueue.

… and it’s as simple as that. D’oh!

Thanks.

      Colm

Colm Buckley | colm@tuatha.org | +353 87 2469146 | www.colm.buckley.name
There’s an exception to every rule, except this one.