RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal

RT Users
1

Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated.

Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate.

Have RTFM 2.4.1 & RT 3.8.2
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work)
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution)
Put debug line “system echo hello > /tmp/test” into RTFM_Config.pm and verified file was being hit.
Added ShowArticle in http://rt ->RTFM->Configuration->Global->Group Rights → Unprivileged → ShowArticle

After each step above I did do the following:
Rm -rf /var/www/html/rt3/var/mason_data/*
/etc/init.d/httpd restart

Thanks!

2

Hello All,
Has anyone any experience on this? Please help if possible :-)-----Original Message-----
From: Gregor Huber
Sent: Wednesday, March 18, 2009 7:14 PM
To: ‘RT-Users@lists.bestpractical.com’
Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal

Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated.

Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate.

Have RTFM 2.4.1 & RT 3.8.2
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work)
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution)
Put debug line “system echo hello > /tmp/test” into RTFM_Config.pm and verified file was being hit.
Added ShowArticle in http://rt ->RTFM->Configuration->Global->Group Rights → Unprivileged → ShowArticle

After each step above I did do the following:
Rm -rf /var/www/html/rt3/var/mason_data/*
/etc/init.d/httpd restart

Thanks!

3

Hello All,
Has anyone any experience on this? Please help if possible :slight_smile:

-----Original Message-----
From: Gregor Huber
Sent: Wednesday, March 18, 2009 7:14 PM
To: ‘RT-Users@lists.bestpractical.com’
Subject: RTFM_TicketCreate unprivileged users cannot see Articles in
RT self help portal

Sorry to bother. I think this might be user error since I did not
see much posted under this subject. Help would be appreciated.

Summary: Installed RTFM. I can see RTFM and add articles as
privileged user. An unprivileged user cannot see RTFM articles
after enabling RTFM_TicketCreate.

Seeing articles during ticket creation/reply is only supported in the
full RT interface (privileged users) not the
Self Service interface (unprivileged).

I’d probably take a patch for this, but i’d have to think about it a
bit more.

Have RTFM 2.4.1 & RT 3.8.2
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/
plugins/RT-FM/RTFM_Config.pm (did not work)
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/
RT_SiteConfig.pm (saw this as possible solution)

Hopefully that was $RTFM_TicketCreate

-kevin

4

Looks like we have two unanswered posts on this same topic. Is anyone integrating RTFM and RT for external facing consumption in the self help portal?

Am I going to have to get off my RT platform? Please say no. Mayday Mayday Mayday… Can someone point me in the right direction if possible? I’ve already read the manual :-)-----Original Message-----
From: Gregor Huber
Sent: Friday, March 20, 2009 3:38 PM
To: ‘rt-users@lists.bestpractical.com’
Subject: RE: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal

Hello All,
Has anyone any experience on this? Please help if possible :slight_smile:

-----Original Message-----
From: Gregor Huber
Sent: Wednesday, March 18, 2009 7:14 PM
To: ‘RT-Users@lists.bestpractical.com’
Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal

Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated.

Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate.

Have RTFM 2.4.1 & RT 3.8.2
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work)
Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution)
Put debug line “system echo hello > /tmp/test” into RTFM_Config.pm and verified file was being hit.
Added ShowArticle in http://rt ->RTFM->Configuration->Global->Group Rights → Unprivileged → ShowArticle

After each step above I did do the following:
Rm -rf /var/www/html/rt3/var/mason_data/*
/etc/init.d/httpd restart

Thanks!

5

Looks like we have two unanswered posts on this same topic. Is
anyone integrating RTFM and RT for external facing consumption in
the self help portal?

Am I going to have to get off my RT platform? Please say no.
Mayday Mayday Mayday… Can someone point me in the right direction
if possible? I’ve already read the manual :slight_smile:

I actually replied to your post 3 hours before this question

Summary: Installed RTFM. I can see RTFM and add articles as
privileged user. An unprivileged user cannot see RTFM articles
after enabling RTFM_TicketCreate.

Seeing articles during ticket creation/reply is only supported in the
full RT interface (privileged users) not the
Self Service interface (unprivileged).

I’d probably take a patch for this, but i’d have to think about it a
bit more.

-kevin