"New ticket" missing from SelfService

Hello all,

I’m running into what appears to be a rights issue.

I have an rt 4.0.9 install running. My users are cheerfully raising
tickets through email, but are unable to create tickets with
SelfService because the New ticket link doesn’t appear.

The relevant bit of Elements/Tabs appears to be

while ( my $queue = $queues->Next ) {
    next unless $queue->CurrentUserHasRight('CreateTicket');
    $queue_id = $queue->id;
    $queue_count++;
    last if ( $queue_count > 1 );
}

My users don’t have that right on particular queues, however Everyone
has Global CreateTicket. These users are Enabled, but not Privileged.
Does this sound like a bug, or do I need to hand out more rights?

Thanks,

Iain.

Systems Engineer
KAUST Visualisation Laboratory

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I’m running into what appears to be a rights issue.

I have an rt 4.0.9 install running. My users are cheerfully raising
tickets through email, but are unable to create tickets with
SelfService because the New ticket link doesn’t appear.

The relevant bit of Elements/Tabs appears to be

while ( my $queue = $queues->Next ) {
    next unless $queue->CurrentUserHasRight('CreateTicket');
    $queue_id = $queue->id;
    $queue_count++;
    last if ( $queue_count > 1 );
}

My users don’t have that right on particular queues, however Everyone
has Global CreateTicket. These users are Enabled, but not Privileged.
Does this sound like a bug, or do I need to hand out more rights?

They need SeeQueue - otherwise that loop you see will be empty because
the user can’t actually see any queues in order to check CreateTicket
on them.

You don’t need SeeQueue for creation by email except for a few corner
cases around CommandByMail.

-kevin

They need SeeQueue - otherwise that loop you see will be empty because
the user can’t actually see any queues in order to check CreateTicket
on them.

Thanks Kevin - I hadn’t realised that. That gives me a little thinking
to do on how to manage it.

Iain.

Systems Engineer
KAUST Visualisation Laboratory

This message and its contents, including attachments are intended solely
for the original recipient. If you are not the intended recipient or have
received this message in error, please notify me immediately and delete
this message from your computer system. Any unauthorized use or
distribution is prohibited. Please consider the environment before printing
this email.