That gets me a lot closer – thanks!
However, those users cannot then create tickets using the web UI, unless I give EVERYBODY the CreateTicket right for one or more queues. Which means that I can’t segregate these otherwise-unprivileged users by queue.
Concrete example: we have two products, Hamster and Llama. Hamster customers need to be able to create tickets in the Hamster queue but not the Llama queue, and vice versa. But when they log into the web UI, they’re going to want to see THEIR tickets – the ones they’re Requestors for.
Am I stretching RT too far?
If I could put unprivileged users in Groups, I could do this all very easily…but my understanding is that users have to be privileged to be eligible to be in a Group.
Alternatively, if there were a simple way for a given Group to see the initial page that an unprivileged user sees, I could make my customers privileged users, put them in the Hamster or Llama groups as appropriate, and make it all work.
From: Patrick Morris [mailto:email@example.com]
Sent: Friday, August 04, 2006 5:13 PM
To: Phil Smith III
Subject: Re: [rt-users] Rights confusion
On Fri, 04 Aug 2006, Phil Smith III wrote:
I’m getting more into our RT implementation, and am finding that there’s something eluding me.
I have things pretty well sussed out for internal, privileged users; what’s stumping me is external users (customers).
If I make them Privileged (via the checkbox in the user definition page), I can grant them rights on the various queues and make it all work, EXCEPT that their view when they log into RT doesn’t show them all the tickets for which they are Requestors.
If I don’t make them Privileged, then when they log in, they see all the tickets for which they are Requestors, but they can’t create tickets, since they have no rights.
I want them to see the list of tickets for which they are Requestors, but also to be able to create tickets.
What am I missing?
Sounds like you want “Everyone” to have the CreateTicket right.