Requestor cannot change ticket status

RT Users
1

Hi RT-Users

I have installed RT 3.6.7 for my company.
Everything is working fine.
I just would like to allow unprivileged requestors to change the
status of their own ticket.
In the global group right configuration tab, requestor are allowed to

  • ModifyTicket
  • ReplyToTicket
  • ShowTicket

In the manual, it is said that ModifyTicket should allow the user to
change the status of the ticket.
Do you have an idea of why it is not working for me?

Many thanks

2

Sebastian,

To what extent can they NOT do it? You didn't mention "SeeQueue" or

“ShowTicket” privileges. Can they see the ticket so they can modify it?
What exactly is happening?

Kenn
LBNLOn 7/31/2008 1:33 AM, Sebastien Termeau wrote:

Hi RT-Users

I have installed RT 3.6.7 for my company.
Everything is working fine.
I just would like to allow unprivileged requestors to change the
status of their own ticket.
In the global group right configuration tab, requestor are allowed to

  • ModifyTicket
  • ReplyToTicket
  • ShowTicket

In the manual, it is said that ModifyTicket should allow the user to
change the status of the ticket.
Do you have an idea of why it is not working for me?

Many thanks

The rt-users Archives

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Commercial support: sales@bestpractical.com

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3

Kenn,

Yes, in the interface, they can see the ticket and they can also reply.
However there is nothing else they can do.
I forgot to specify that this user was automatically created and the
“Let this user be granted rights” checkbox is not checked.
I tried to add every possible right to the group requestor ( except
those starting with admin ) and my user still cannot change the status
of his own ticket.
The only solution seems to check the “Let this user be granted rights”
checkbox but I would like to avoid this.

ThanksOn Thu, Jul 31, 2008 at 6:42 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Sebastian,

   To what extent can they NOT do it? You didn't mention "SeeQueue" or

“ShowTicket” privileges. Can they see the ticket so they can modify it? What
exactly is happening?

Kenn
LBNL

On 7/31/2008 1:33 AM, Sebastien Termeau wrote:

Hi RT-Users

I have installed RT 3.6.7 for my company.
Everything is working fine.
I just would like to allow unprivileged requestors to change the
status of their own ticket.
In the global group right configuration tab, requestor are allowed to

  • ModifyTicket
  • ReplyToTicket
  • ShowTicket

In the manual, it is said that ModifyTicket should allow the user to
change the status of the ticket.
Do you have an idea of why it is not working for me?

Many thanks

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

4

Sebastian,

You've hit the nail buddy. Roles are like "psuedo" groups, so an

unprivileged user CAN be part of them. But a user can only be part of a
“User-defined” group (with more serious privileges than “Reply”, etc.)
if they are “privileged”. Your user, although defined to RT, is not a
“Privileged” user, so certain rights will NOT be allowed for them until
that second box is checked. It seems a bit convoluted at first, but the
distinction is necessary if you wanted to grant SOME rights to
“Unprivileged” users due to emails, cc’s (defined as “others” for
notification scrips), etc. Good guess.

Kenn
LBNLOn 8/1/2008 4:02 AM, Sebastien Termeau wrote:

Kenn,

Yes, in the interface, they can see the ticket and they can also reply.
However there is nothing else they can do.
I forgot to specify that this user was automatically created and the
“Let this user be granted rights” checkbox is not checked.
I tried to add every possible right to the group requestor ( except
those starting with admin ) and my user still cannot change the status
of his own ticket.
The only solution seems to check the “Let this user be granted rights”
checkbox but I would like to avoid this.

Thanks

On Thu, Jul 31, 2008 at 6:42 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Sebastian,

   To what extent can they NOT do it? You didn't mention "SeeQueue" or

“ShowTicket” privileges. Can they see the ticket so they can modify it? What
exactly is happening?

Kenn
LBNL

On 7/31/2008 1:33 AM, Sebastien Termeau wrote:

Hi RT-Users

I have installed RT 3.6.7 for my company.
Everything is working fine.
I just would like to allow unprivileged requestors to change the
status of their own ticket.
In the global group right configuration tab, requestor are allowed to

  • ModifyTicket
  • ReplyToTicket
  • ShowTicket

In the manual, it is said that ModifyTicket should allow the user to
change the status of the ticket.
Do you have an idea of why it is not working for me?

Many thanks

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