No open or closed tickets displayed

Hi,

I installed Ubuntu server (Dapper 6.06), and then followed the instructions
at http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT.

The software used (Request-Tracker3.4, Apache2, Postfix & PostgreSql-7.4)
were all installed from packages.

I have logged onto RT as root and created a couple of users, I have also
created a test queue. The users I have set up can see the general queue and
the test queue. They can create issues which successfully appear on the
system, although it is at this point that I run into problems.
The users can’t see any of their open or closed tickets, but they can see
any ticket if they enter the ticket number in the search box.

Has anyone seen this (or a similar) problem before? Have you got any ideas
about what I may need to look at?

Please let me know if I need to provide any other information and I will try
to get it asap.

Thanks,
Tim

http://wiki.bestpractical.com/index.cgi?Rights

Tim Hill wrote:

Hi,

I installed Ubuntu server (Dapper 6.06), and then followed the
instructions at http://howtoforums.net/viewtopic.php?t=48
http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT.

The software used (Request-Tracker3.4, Apache2, Postfix &
PostgreSql-7.4) were all installed from packages.

I have logged onto RT as root and created a couple of users, I have
also created a test queue. The users I have set up can see the general
queue and the test queue. They can create issues which successfully
appear on the system, although it is at this point that I run into
problems.

The users can’t see any of their open or closed tickets, but they can
see any ticket if they enter the ticket number in the search box.

Has anyone seen this (or a similar) problem before? Have you got any
ideas about what I may need to look at?

Please let me know if I need to provide any other information and I
will try to get it asap.

Thanks,
Tim


The rt-users Archives

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

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Hi,

As a summary of what I am trying to achieve, I want users (all on-site) to
submit their problems via the self service page, and I want them to be able
to see their own open and closed tickets. I do not want them to be able to
view anyone else’s tickets at this stage.

I have spent quite a bit of time reading round on this and I am still having
no luck, I can’t get the test users submitting a ticket to be able to see
their own tickets. The tickets are created and can be dealt with, but users
can’t see them whether they are open or closed tickets.

I have even tried giving the requestor group every right available to see
if they could view their open and closed tickets, unfortunately I still
couldn’t get that to work.

When I first submitted a mail regarding this issue, users could see any
ticket by typing the ticket number into the goto ticket box, but I have
managed to stop this happening, although they can’t even get to their own
tickets in this way any more.

My symptoms appear to be the same as couple of very old mails in the archive

Although due to the age of these requests it is probably unlikely to be the
same issue.

I changed the rights based on information in the following thread:

For some reason I still can’t get it to work. My current rights settings are
as follows:
Global - Everyone
ModifyCustomField
ModifySelf
SeeCustomField

The following rights are all on the required queue
*Everyone *
CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue

Requestor
ReplyToTicket
SeeQueue
ShowTicket
Watch

Owner
ModifyTicket
ReplyToTicket
ShowTicket

Unfortunately when using these permissions and I create a new ticket with a
test user, I get the following message:
"No permission to view newly created ticket #11. "

Can anyone help? Or can anyone direct me to any example configs?
I spent quite a bit of time on the wiki going through what all the rights
do, I have also bought the RT Essentials book but have so far been unable to
get it right.
Thanks
TimOn 17/08/06, Drew Barnes barnesaw@ucrwcu.rwc.uc.edu wrote:

Request Tracker Wiki

Tim Hill wrote:

Hi,

I installed Ubuntu server (Dapper 6.06), and then followed the
instructions at http://howtoforums.net/viewtopic.php?t=48
http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT.

The software used (Request-Tracker3.4, Apache2, Postfix &
PostgreSql-7.4) were all installed from packages.

I have logged onto RT as root and created a couple of users, I have
also created a test queue. The users I have set up can see the general
queue and the test queue. They can create issues which successfully
appear on the system, although it is at this point that I run into
problems.

The users can’t see any of their open or closed tickets, but they can
see any ticket if they enter the ticket number in the search box.

Has anyone seen this (or a similar) problem before? Have you got any
ideas about what I may need to look at?

Please let me know if I need to provide any other information and I
will try to get it asap.

Thanks,
Tim


The rt-users Archives

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


Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Tim,

Although we would grant the rights a little differently (we usually 

grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to
everyone on a global basis), I was wondering if the any of the users
(your requestors) are set up as privileged users. If not, then the
rights you grant to roles won’t be applied to them as users.

Kenn
LBNL

Tim Hill wrote:

Hi Kenn,

Thanks for your response.
The requestors are not set up as privileged users, I was under the
impression that they didn’t need to be. I tested setting up the requestors
as privileged users, but it appeared to give them too many rights by
default.

You said you grant SeeQueue to everyone globally, wouldn’t this allow them
to see all queues in the system? I do not want to give users a choice of
queues.

I also only want users to see tickets on one queue, so I assumed it was
better to grant the rights on the queue rather than globally.

I will try to find time to experiment with the settings a little more.

Thanks again for taking the time to respond,
TimOn 11/09/06, Kenneth Crocker KFCrocker@lbl.gov wrote:

Tim,

   Although we would grant the rights a little differently (we usually

grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to
everyone on a global basis), I was wondering if the any of the users
(your requestors) are set up as privileged users. If not, then the
rights you grant to roles won’t be applied to them as users.

Kenn
LBNL

Tim Hill wrote:

Hi,

As a summary of what I am trying to achieve, I want users (all on-site)
to submit their problems via the self service page, and I want them to
be able to see their own open and closed tickets. I do not want them to
be able to view anyone else’s tickets at this stage.

I have spent quite a bit of time reading round on this and I am still
having no luck, I can’t get the test users submitting a ticket to be
able to see their own tickets. The tickets are created and can be dealt
with, but users can’t see them whether they are open or closed tickets.

I have even tried giving the requestor group every right available to
see if they could view their open and closed tickets, unfortunately I
still couldn’t get that to work.

When I first submitted a mail regarding this issue, users could see any
ticket by typing the ticket number into the goto ticket box, but I have
managed to stop this happening, although they can’t even get to their
own tickets in this way any more.

My symptoms appear to be the same as couple of very old mails in the
archive

Carbon60: Cloud Consulting - Services and Solutions

Carbon60: Cloud Consulting - Services and Solutions

Although due to the age of these requests it is probably unlikely to be
the same issue.

I changed the rights based on information in the following thread:

Carbon60: Cloud Consulting - Services and Solutions

For some reason I still can’t get it to work. My current rights settings
are as follows:
Global - Everyone
ModifyCustomField
ModifySelf
SeeCustomField

The following rights are all on the required queue
*Everyone *
CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue

Requestor
ReplyToTicket
SeeQueue
ShowTicket
Watch

Owner
ModifyTicket
ReplyToTicket
ShowTicket

Unfortunately when using these permissions and I create a new ticket
with a test user, I get the following message:
"No permission to view newly created ticket #11. "

Can anyone help? Or can anyone direct me to any example configs?
I spent quite a bit of time on the wiki going through what all the
rights do, I have also bought the RT Essentials book but have so far
been unable to get it right.
Thanks
Tim

On 17/08/06, Drew Barnes <barnesaw@ucrwcu.rwc.uc.edu mailto:barnesaw@ucrwcu.rwc.uc.edu> wrote:

http://wiki.bestpractical.com/index.cgi?Rights

Tim Hill wrote:
 > Hi,
 >
 > I installed Ubuntu server (Dapper 6.06), and then followed the
 > instructions at http://howtoforums.net/viewtopic.php?t=48
<http://howtoforums.net/viewtopic.php?t=48>
 > <http://howtoforums.net/viewtopic.php?t=48> regarding how to set
up RT.
 >
 > The software used (Request-Tracker3.4, Apache2, Postfix &
 > PostgreSql-7.4) were all installed from packages.
 >
 > I have logged onto RT as root and created a couple of users, I

have

 > also created a test queue. The users I have set up can see the
general
 > queue and the test queue. They can create issues which

successfully

 > appear on the system, although it is at this point that I run

into

 > problems.
 >
 > The users can't see any of their open or closed tickets, but they
can
 > see any ticket if they enter the ticket number in the search box.
 >
 > Has anyone seen this (or a similar) problem before? Have you got

any

 > ideas about what I may need to look at?
 >
 > Please let me know if I need to provide any other information and

I

 > will try to get it asap.
 >
 > Thanks,
 > Tim
 >

 >
 > _______________________________________________
 > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 >
 > Community help: http://wiki.bestpractical.com
<http://wiki.bestpractical.com>
 > Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>
 >
 >
 > Discover RT's hidden secrets with RT Essentials from O'Reilly

Media.

 > Buy a copy at http://rtbook.bestpractical.com

--
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati


The rt-users Archives

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