Restricting non-auth user tickets

Hello rt-users,

I’ve been given the task of finding a replacement for our aging and
underpowered task management software. Initially I looked at DCL
(Double Choco Latte). While I was very impressed with it’s feature set
and capabilites, it didn’t really fit what we need. After reading about
RT, it seemed the logical alternative. So far, I think I was right. :wink:

I installed RT (2.0.13) for the first time yesterday (it only took me 11
hours to get it installed and working! :slight_smile: Firstly, I must say that I’m
incredibly impressed with this piece of software. Way to go Jesse and
all others who’ve contributed. It looks like it will fit the way we
operate here much better than DCL could have. I have a couple of
questions about it’s capability. I’ve looked at the installation guide,
the admin guide, and browsed through the e-mail archive, but I have yet
to find the answer to my question. I hope someone on the list can help.

One of the requirements that was given to me in finding a replacement
for our current software, was that the new software must allow the
problem requesters (which I’ll subsequently call ‘users’ from here on
out) to track their own tickets. So far, so good. RT supports this.
However, the users must not be able to view any problem requests but
their own. The reason being that here at my work, we must support many
different users working on many different projects. We may have
employees working on projects for the Navy, the Air Force, NASA, Los
Alamos National Laboratories, etc. Some of them are classified, others
may have intellectual property they are developing and not want
non-project members to know specific details, or the request may be
embarrasing to the end user (i.e. One person sent a request saying that
porn was on their computer, they didn’t put it there, and they wanted it
removed). Can one setup RT to support this? Is this native
functionality already built into RT? If so, how do I configure RT to
act this way? If not, how difficult would it be to implement?

Thanks.

Neal J. Barney
USU/Space Dynamics Lab.
“Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty.” --John F. Kennedy

One of the requirements that was given to me in finding a replacement
for our current software, was that the new software must allow the
problem requesters (which I’ll subsequently call ‘users’ from here on
out) to track their own tickets. So far, so good. RT supports this.
However, the users must not be able to view any problem requests but
their own.

Do you have a central authority that assigns tickets to people? If so,
deny ShowTicket (and probably SeeQueue) to the Everyone psuedo-group
(under Configuration->Global->Group Rights, or
Configuration->Queues…->Group Rights), but give them to the Owner
pseudo-group. Give pretty much everything to the central authority.

That should do it. RT’s permission system is incredibly impressive.

If you don’t have a central authority, I don’t know how you expect
people to take ownership of tickets they can’t see. 8)

-Robin

http://www.digitalkingdom.org/~rlpowell/ BTW, I’m male, honest.
le datni cu djica le nu zifre .iku’i .oi le so’e datni cu to’e te pilno
je xlali – RLP http://www.lojban.org/