RT Self Service

RT Users
1

Hi there,

I have 3 questions that I hope someone can help me with:

  1.  I have a non privileged user and have raised 2 tickets as that user

from the RT Self Service web page. However I cannot see the tickets in
either “Open Tickets” or “Closed Tickets” in the RT Self Service web page.
What do I need to do to have these 2 tickets show in the “Open Tickets” or
"Closed Tickets" sections? The non privileged user can search for the
tickets though, but that’s not how it should be…

  1.  Also, once the ticket is raised, how can the  non privileged user

add more comments or attachments to their tickets in the RT Self Service web
page?

  1.  When I log in as a privileged user to RT, I can see the queue that I

setup and I can click on the “new” or “open” links in the queue. Is there a
way I can add other status (for example: “resolved”)?

Thank you in advance,

Andre

2 
  1.  I have a non privileged user and have raised 2 tickets as that user from the RT Self

Service web page. However I cannot see the tickets in either “Open Tickets” or “Closed
Tickets” in the RT Self Service web page. What do I need to do to have these 2 tickets show
in the “Open Tickets” or “Closed Tickets” sections? The non privileged user can search for
the tickets though, but that’s not how it should be…

Those searches are predicated on the user being a requestor or other
watcher of the ticket, and permissions being correct

  1.  Also, once the ticket is raised, how can the  non privileged user add more comments or

attachments to their tickets in the RT Self Service web page?

Click Reply in the history view

  1.  When I log in as a privileged user to RT, I can see the queue that I setup and I can

click on the “new” or “open” links in the queue. Is there a way I can add other status (for
example: “resolved”)?

You’ll need to modify the code of that component.
Keep in mind that Resolved will continue to grow over time and if
you’re counting years worth of resolved tickets it will make your
homepage slow

-kevin