Not precisely sure how to do this ... guidance and clues requested

RT Users
1

Hi folks

We are using RT (3.8.7 right now) for ticketing. Mostly for email
for our customers. We’d like to give them web access, but we want to
make sure that users can only see either “public” tickets or their own
tickets.

Not sure how to do this. We’ve RTFMed a number of times, played with
adding groups, and other things. In the end, we keep running into web
users seem to be granted all rights to see everything regardless of how
they are created.

Has anyone done anything like what I am indicating? Is there a howto
somewhere on this? Or is RT philosophically against the concept (and
therefore I shouldn’t ask the question, sort of like the deleting users
issue).

Thanks in advance.

Joe

Joseph Landman, Ph.D
Founder and CEO
Scalable Informatics Inc.
email: landman@scalableinformatics.com
web : http://scalableinformatics.com
NameBright - Coming Soon
phone: +1 734 786 8423 x121
fax : +1 866 888 3112
cell : +1 734 612 4615

2

Hi folks

We are using RT (3.8.7 right now) for ticketing. Mostly for email
for our customers. We’d like to give them web access, but we want
to make sure that users can only see either “public” tickets or
their own tickets.

Sounds like you want to look into the SelfService interface.
If you’re using the privileged interface and users can see too many
tickets then you’ve granted ShowTicket globally or to too wide a set
of users.