Problem: Requestor and Cc not filled when creating new Ticket

Dear List

I evaluating RT 3.8 (3.8.7 to be specific) on Ubuntu 10.04, installed
from dist packages - fresh install.

I configured a test install where I created two queues. In each queue I
assigned a group to the Cc Watchers.
In each of thoses two groups is a user and I carefully set the
permissions on the group that a user of one group
can only create and see his group - so far so good.

The issue I have is, that when the user logs into the RT web UI and
starts to create a ticket, that the
"Requestor" and “Cc” fields are blank, and even worse is that the user
can modify those fields. I was able to
have the Requestor autofilled by giving the user an email address. Yet,
I don’t want that the user can set any
of the two fields and like to have those fields autofilled anyway - so
that when this user or a user of his group
sees all the tickets in the “RT at a glance”, which I actually can only
achieve by manually setting the requestor
and CC in the people tab after the ticket has been created.

So summarize what I want to accomplish:

  • Don’t show the “Requestor”, “Cc” and “Admin Cc” fields when a user
    creates a ticket.
  • Automatically set the “People” values “Requestor” to the user that
    opened the ticket, regardless if he has no email assigned.
    And add set the “Cc” and “Admin Cc” from the queue watchers setting.

Thanks in advance for some lines pointing me into the right direction.

Regards
Philipp

Phillip,

I think you misunderstand the purpose of “Ticket” AdminCc’s and Cc’s. They
are clasified as “Other” for the purposes of notifications. Any notification
you set up for AdminCc’s and Cc’s will automatically use the email addresses
of the Queue Watcher AdminCc’s and Cc’s. You really do not need "Ticket"
AdminCc’s or Cc’s unless you want to add to that list on a ticket by ticket
basis. To have the same list would be redundant and accomplish nothing extra
in terms of emails.

As to removing those fields from the “Ticket Create” display, that is
possible. We have removed the AdminCc from ours because we don’t use
AdminCc’s for just email, they are our “Queue Managers” and they have
specific rights we don’t want regular users to have, so we don’t want
requestors messing with who an AdminCc is. This is done by copying the
"Create.html" file from the /$RTHome/share/html/Ticket directory into the
$RTHome/local/html/Ticket directory and making your changes.

Lastly, you will want to create either a “Global” or “Queue-specific” scrip
to pre-fill the Requestor field. Like I mentioned earlier, I do not believe
you need to pre-fill a “Ticket” AdminCc or Cc as it would be redundant.

Hope this helps.

Kenn
LBNLOn Thu, May 20, 2010 at 1:56 AM, Philipp Morger pmorger@junisphere.netwrote:

Dear List

I evaluating RT 3.8 (3.8.7 to be specific) on Ubuntu 10.04, installed
from dist packages - fresh install.

I configured a test install where I created two queues. In each queue I
assigned a group to the Cc Watchers.
In each of thoses two groups is a user and I carefully set the
permissions on the group that a user of one group
can only create and see his group - so far so good.

The issue I have is, that when the user logs into the RT web UI and
starts to create a ticket, that the
"Requestor" and “Cc” fields are blank, and even worse is that the user
can modify those fields. I was able to
have the Requestor autofilled by giving the user an email address. Yet,
I don’t want that the user can set any
of the two fields and like to have those fields autofilled anyway - so
that when this user or a user of his group
sees all the tickets in the “RT at a glance”, which I actually can only
achieve by manually setting the requestor
and CC in the people tab after the ticket has been created.

So summarize what I want to accomplish:

  • Don’t show the “Requestor”, “Cc” and “Admin Cc” fields when a user
    creates a ticket.
  • Automatically set the “People” values “Requestor” to the user that
    opened the ticket, regardless if he has no email assigned.
    And add set the “Cc” and “Admin Cc” from the queue watchers setting.

Thanks in advance for some lines pointing me into the right direction.

Regards
Philipp

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