Newbie rt admin question

RT Users
1

I thought this was working…

I am running rt 4.2.10

I have a few queues setup. I have the “SelfService” web interface setup. I can login as an Unprivileged user and create a ticket. I can send email and create a ticket. I can not as the unPriv user, SEE my created ticket in self service mode.

Unprivileged users can only create tickets in one queue. I have granted “Everyone” all of the “General” rights on the main queue:

  •     Comment on tickets CommentOnTicket

  •     Create tickets CreateTicket

  •     Reply to tickets ReplyToTicket

  •     Sign up as a ticket Requestor or ticket or queue Cc Watch

  •     View custom field values SeeCustomField

  •     View queue SeeQueue

  •     View ticket summaries

The wiki “Rights” article was not particularly helpful. I must be missing something trivial. Clue please?

Dean…K…

2

I have a few queues setup. I have the �SelfService� web interface
setup. I can login as an Unprivileged user and create a ticket. I can
send email and create a ticket. I can not as the unPriv user, SEE my
created ticket in self service mode.

Exactly what do you see in the UI? Do you get an error message “No
permission to view newly created ticket #XXX” ?

I can’t duplicate the issue you describe with the rights below. In my
scratchpad workspace on 4.2.10 I did a ‘make dropdb’ and ‘make initdb’.
I then logged in as root, created an unprivileged user, and went to the
Queue’s group rights page (/Admin/Queues/GroupRights.html?id=1). I then
granted ‘Everyone’ every right in the general tab.

When I logged out and logged in as the test user, I could create a
ticket and see it fine.

Are you logging out and back in as the unprivileged user after changing
rights? Rights are cached on login, so thats my sanity check guess.
Anything jumping out in the logs?

Also note that with this rights configuration (once you get it working),
all users can see other users’ tickets by just updating the URL. You’d
usually want the ShowTicket and ReplyToTicket rights to be granted to
the Requestor role, not at the system level.

3

I thought this was working…

I am running rt 4.2.10

I have a few queues setup. I have the “SelfService” web interface
setup. I can login as an Unprivileged user and create a ticket. I
can send email and create a ticket. I can not as the unPriv user, SEE
my created ticket in self service mode.

Unprivileged users can only create tickets in one queue. I have
granted “Everyone” all of the “General” rights on the main queue:

  •     Comment on tickets CommentOnTicket

  •     Create tickets CreateTicket

  •     Reply to tickets ReplyToTicket

  •     Sign up as a ticket Requestor or ticket or queue Cc Watch

  •     View custom field values SeeCustomField

  •     View queue SeeQueue

  •     View ticket summaries

The wiki “Rights” article was not particularly helpful. I must be
missing something trivial. Clue please?

Unprivileged users are able to access tickets they have opened through
SelfService as a result of granting Global Group Rights to the
“Requestor” role: “Reply to tickets” (ReplyToTicket) and “View ticket
summaries” (ShowTicket). You probably want to grant those to the “Cc”
role as well.

4

Yes and thanks to all who replied. This was working all along but I was not thinking about it in the correct way. I had confused myself with some other issues.-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Bill Cole
Sent: Tuesday, April 14, 2015 10:40 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] newbie rt admin question

On 10 Apr 2015, at 17:07, Karres, Dean wrote:

I thought this was working…

I am running rt 4.2.10

I have a few queues setup. I have the “SelfService” web interface
setup. I can login as an Unprivileged user and create a ticket. I
can send email and create a ticket. I can not as the unPriv user, SEE
my created ticket in self service mode.

Unprivileged users can only create tickets in one queue. I have
granted “Everyone” all of the “General” rights on the main queue:

  •     Comment on tickets CommentOnTicket

  •     Create tickets CreateTicket

  •     Reply to tickets ReplyToTicket

  •     Sign up as a ticket Requestor or ticket or queue Cc Watch

  •     View custom field values SeeCustomField

  •     View queue SeeQueue

  •     View ticket summaries

The wiki “Rights” article was not particularly helpful. I must be
missing something trivial. Clue please?

Unprivileged users are able to access tickets they have opened through SelfService as a result of granting Global Group Rights to the “Requestor” role: “Reply to tickets” (ReplyToTicket) and “View ticket summaries” (ShowTicket). You probably want to grant those to the “Cc”
role as well.