Make non-staff users able to see all tickets (and not only theirs)

Hi there. I’ve just installed RT 3.6 (It was the version available in EPEL Repositories for RHEL 5).

I’m not going to use email to open/reply to tickets, I just want to use email to send notifications.
This way, all the users must use the http interface.

I was wondering how it is possible to:

  1. Make all non-privileged users see ALL the tickets (not only the tickets they are Requestors).
  2. Make all non-privileged users be able to login, even if there is not a user account for them (for example, they could login with their email, have a pre-defined password, and have the account automatically created). I know this is possible via email request, but I wanted via browser…

I would greatly appreciate if someone could help me with one or more questions.
Thanks in advance.

Rui Vitor Figueiras Meireles wrote:

Hi there. I�ve just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).

I�m not going to use email to open/reply to tickets, I just want to use
email to send notifications.

This way, all the users must use the http interface.

I was wondering how it is possible to:

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it 

to allow the non-privileged group to see all tickets there?

  1. Make all non-privileged users be able to login, even if there is
    not a user account for them (for example, they could login with
    their email, have a pre-defined password, and have the account
    automatically created). I know this is possible via email request,
    but I wanted via browser�
It may not be what you want but if your non-privileged users are in 

your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do something to change that.

First of all, thanks for the answers!

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).

Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?

I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://…?id=4 to see ticket 4 if it is not theirs.

What I need is to change the /SelfService/index.html in order to have:

  • My open tickets
  • Other people open tickets (this is what I want)
  1. Make all non-privileged users be able to login, even if there is
    not a user account for them

I don’t want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.

Thanks!From: Mauricio Tavares [mailto:raubvogel@gmail.com]
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

Rui Vitor Figueiras Meireles wrote:

Hi there. I’ve just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).

I’m not going to use email to open/reply to tickets, I just want to use
email to send notifications.

This way, all the users must use the http interface.

I was wondering how it is possible to:

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it 

to allow the non-privileged group to see all tickets there?

  1. Make all non-privileged users be able to login, even if there is
    not a user account for them (for example, they could login with
    their email, have a pre-defined password, and have the account
    automatically created). I know this is possible via email request,
    but I wanted via browser…
It may not be what you want but if your non-privileged users are in 

your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do something to change that.

I would greatly appreciate if someone could help me with one or more
questions.

Thanks in advance.



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First of all, thanks for the answers!

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).

Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?

I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://…?id=4 to see ticket 4 if it is not theirs.

What I need is to change the /SelfService/index.html in order to have:

  • My open tickets
  • Other people open tickets (this is what I want)

You’ll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of

-kevin

Ok. I was able to do what I wanted (make non-staff users able to see all tickets).
Here’s what I did (Version RT 3.6.HEAD):

1 - First, I gave rights SeeQueue and ShowTicket to Everyone.

2 - Then I created a new file OtherRequests
cd ./rt3/html/SelfService/Elements/
cp MyRequests OtherRequests

3 - Here are the changes I made to OtherRequests

diff OtherRequests MyRequests
61c61
< . join( ’ OR ', map “$_.id != $id”, @roles )

. join( ' OR ', map "$_.id = $id", @roles )

63d62
< $Query .= " AND ( Requestor.id != $id )";
80c79
< $title => loc(“Other’s [_1] tickets”, $friendly_status)

$title => loc(“My [_1] tickets”, $friendly_status)

4 - Then I added this in ./rt3/html/SelfService/index.html

<& /SelfService/Elements/OtherRequests,
BaseURL => $RT::WebPath . “/SelfService/?”,
Page => $Page &>

5 - And added this in ./rt3/html/SelfService/Closed.html

<& /SelfService/Elements/OtherRequests,
status => [‘rejected’, ‘resolved’],
friendly_status => loc(‘closed’),
BaseURL => $RT::WebPath . “/SelfService/Closed.html?”,
Page => $Page &>

That’s it! It’s working! Hope it helps someone.Date: Wed, 23 Sep 2009 12:21:25 -0400
From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] Make non-staff users able to see all tickets
(and not only theirs)
To: rt-users@lists.bestpractical.com
Message-ID: 20090923162125.GC3793@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

First of all, thanks for the answers!

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).

Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?

I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://…?id=4 to see ticket 4 if it is not theirs.

What I need is to change the /SelfService/index.html in order to have:

  • My open tickets
  • Other people open tickets (this is what I want)

You’ll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of

-kevin

  1. Make all non-privileged users be able to login, even if there is
    not a user account for them

I don’t want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.

Thanks!

-----Original Message-----
From: Mauricio Tavares [mailto:raubvogel@gmail.com]
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

Rui Vitor Figueiras Meireles wrote:

Hi there. I’ve just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).

I’m not going to use email to open/reply to tickets, I just want to use
email to send notifications.

This way, all the users must use the http interface.

I was wondering how it is possible to:

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).

Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?

  1. Make all non-privileged users be able to login, even if there is
    not a user account for them (for example, they could login with
    their email, have a pre-defined password, and have the account
    automatically created). I know this is possible via email request,
    but I wanted via browser…

It may not be what you want but if your non-privileged users are in
your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do something to change that.

I would greatly appreciate if someone could help me with one or more
questions.

Thanks in advance.

But does n’t this allow everyone to see every ticket??
Are you sure you want to do that? does n’t your customers mind that
their issues are visible to other customers?? is that legal (data
protection etc)?

Or have I missed something?

Roy

Rui Vitor Figueiras Meireles wrote:

That’s exactly what I want to do.
This will be a small internal web portal, which we will use to answer questions and requests from other co-workers.

If all tickets are visible, we will save the trouble of answering some questions more than once (users can read the previous answers).

Thanks.From: Raed El-Hames [mailto:rfh@vialtus.com]
Sent: quinta-feira, 24 de Setembro de 2009 13:22
To: Rui Vitor Figueiras Meireles
Cc: Mauricio Tavares; RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

But does n’t this allow everyone to see every ticket??
Are you sure you want to do that? does n’t your customers mind that
their issues are visible to other customers?? is that legal (data
protection etc)?

Or have I missed something?

Roy

Rui Vitor Figueiras Meireles wrote:

Ok. I was able to do what I wanted (make non-staff users able to see all tickets).
Here’s what I did (Version RT 3.6.HEAD):

1 - First, I gave rights SeeQueue and ShowTicket to Everyone.

2 - Then I created a new file OtherRequests
cd ./rt3/html/SelfService/Elements/
cp MyRequests OtherRequests

3 - Here are the changes I made to OtherRequests

diff OtherRequests MyRequests
61c61
< . join( ’ OR ', map “$_.id != $id”, @roles )

. join( ' OR ', map "$_.id = $id", @roles )

63d62
< $Query .= " AND ( Requestor.id != $id )";
80c79
< $title => loc(“Other’s [_1] tickets”, $friendly_status)

$title => loc(“My [_1] tickets”, $friendly_status)

4 - Then I added this in ./rt3/html/SelfService/index.html

<& /SelfService/Elements/OtherRequests,
BaseURL => $RT::WebPath . “/SelfService/?”,
Page => $Page &>

5 - And added this in ./rt3/html/SelfService/Closed.html

<& /SelfService/Elements/OtherRequests,
status => [‘rejected’, ‘resolved’],
friendly_status => loc(‘closed’),
BaseURL => $RT::WebPath . “/SelfService/Closed.html?”,
Page => $Page &>

That’s it! It’s working! Hope it helps someone.

Date: Wed, 23 Sep 2009 12:21:25 -0400
From: Kevin Falcone falcone@bestpractical.com
Subject: Re: [rt-users] Make non-staff users able to see all tickets
(and not only theirs)
To: rt-users@lists.bestpractical.com
Message-ID: 20090923162125.GC3793@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

First of all, thanks for the answers!

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).

Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?

I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://…?id=4 to see ticket 4 if it is not theirs.

What I need is to change the /SelfService/index.html in order to have:

  • My open tickets
  • Other people open tickets (this is what I want)

You’ll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of

-kevin

  1. Make all non-privileged users be able to login, even if there is
    not a user account for them

I don’t want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.

Thanks!

-----Original Message-----
From: Mauricio Tavares [mailto:raubvogel@gmail.com]
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

Rui Vitor Figueiras Meireles wrote:

Hi there. I’ve just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).

I’m not going to use email to open/reply to tickets, I just want to use
email to send notifications.

This way, all the users must use the http interface.

I was wondering how it is possible to:

  1. Make all non-privileged users see ALL the tickets (not only the
    tickets they are Requestors).

Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?

  1. Make all non-privileged users be able to login, even if there is
    not a user account for them (for example, they could login with
    their email, have a pre-defined password, and have the account
    automatically created). I know this is possible via email request,
    but I wanted via browser…

It may not be what you want but if your non-privileged users are in
your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do something to change that.

I would greatly appreciate if someone could help me with one or more
questions.

Thanks in advance.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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