Privs for self-service ticket submission?

RT Users
1

RT 3.2.0, perl 5.8.3, fcgi, apache 1.3.29

As a non-priv user, I can log on and see the tickets
I’ve opened by email.

  1. The list of tickets has 3 columns: Subject, Status, Owner.
    But the owner never shows. Even when I examine the ticket
    details, I can’t (as requestor, but un-priv user) see who
    the owner is, who changed the status, who stole or assigned
    the ticket, etc. Even who added an append. (BTW, if you
    "reply" to a “comment”, the comment is included in the
    reply, which is now visible to the user! And, due to the way
    replies work, the userid of the original commenter is
    included in the text of the append. That’s a very easy way
    for hidden comments to leak out, due to human error.)

    A. If RT is going to hide all this, at the very least
    it should be a bit more subtle. Don’t show the Owner
    column on the list of open tickets, if you aren’t
    going to show any owners.

    B. What privs do I need to assign, so that users can
    see this info? In my context, it’s not useful to
    hide who did what.

  2. Now, as non-priv user, I want to submit a new Ticket.
    Can’t do it, because none of the queues are visible in
    the drop-down list. Adding SeeQueue doesn’t help,
    either global or per-queue. What priv is needed?

    bobg

2 
 A. If RT is going to hide all this, at the very least
    it should be a bit more subtle.  Don't show the Owner
    column on the list of open tickets, if you aren't
    going to show any owners.

Copy /path/to/rt3/share/html/SelfService/Elements/MyRequests to
/path/to/rt3/local/html/SelfService/Elements/MyRequests and remove the
column from there.

  1. Now, as non-priv user, I want to submit a new Ticket.
    Can’t do it, because none of the queues are visible in
    the drop-down list. Adding SeeQueue doesn’t help,
    either global or per-queue. What priv is needed?

Grant unprivileged users or everyone CreateTicket for the appropriate
queues. The wiki page Request Tracker Wiki
may be helpful to you as you continue to work through granting
permissions.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”