Self-Service Interface

RT Users
1

We’ve rolled out RT very successfully to our Customer Service
department, and am interested in using it for some other needs.

The problem is that some users who will need to be privileged to have
tickets assigned to them should be using the self-service interface.
They can reply to tickets assigned to them via email normally.

Has anyone setup RT this way so that privileged users still get the
self-service interface?

Thanks,
Steve

2

Has anyone setup RT this way so that privileged users still get the
self-service interface?

http://wiki.bestpractical.com/view/BasicVsAdvancedInterface

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

3

Yep, read through that and

http://wiki.bestpractical.com/view/AutoRedirectToSelfService

I was wondering if anyone was using them and how the experience worked
for users. The other thought I had was using the one you suggested,
making the Self Service the default (not sure how yet), and then also
modifying the self service tabs to add a link to the “Advanced”
interface.

SteveOn Feb 22, 2008, at 1:27 PM, Joe Casadonte wrote:

On 2/22/2008 12:41 PM, Steve Cochran wrote:

Has anyone setup RT this way so that privileged users still get
the self-service interface?

BasicVsAdvancedInterface - Request Tracker Wiki

–
Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

4

Yep, read through that and

AutoRedirectToSelfService - Request Tracker Wiki

I was wondering if anyone was using them and how the experience worked
for users. The other thought I had was using the one you suggested,
making the Self Service the default (not sure how yet), and then also
modifying the self service tabs to add a link to the “Advanced” interface.

Well, we use it here, and most people like it (personally I abhor the
Self Service interface, but then I use Emacs & VI by choice, so I guess
it’s to be expected). Self Service is the default already, and there
exists an “Advanced” link at the top right near the login/logout link.
Adding it as a tab option instead is a very straight-forward thing to
do, at least for the non-Self Service interface.

Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========

5

Finally got around to installing this mod, but it’s not working
correctly in our 3.6.3 install. Basic problem is that all uses are
stuck in the Basic mode, even though the URL is not at the SelfService/
index.html location. Also, no matter what, the cookie always stays
with a value of “Basic”.

Anyone seen this problem? No errors in the apache or rt logs, and for
the life of me can’t see any errors in the code on the wiki.

SteveOn Feb 23, 2008, at 8:44 AM, Joe Casadonte wrote:

On 2/22/2008 4:42 PM, Steve Cochran wrote:

Yep, read through that and
AutoRedirectToSelfService - Request Tracker Wiki
I was wondering if anyone was using them and how the experience
worked for users. The other thought I had was using the one you
suggested, making the Self Service the default (not sure how yet),
and then also modifying the self service tabs to add a link to the
“Advanced” interface.

Well, we use it here, and most people like it (personally I abhor
the Self Service interface, but then I use Emacs & VI by choice, so
I guess it’s to be expected). Self Service is the default already,
and there exists an “Advanced” link at the top right near the login/
logout link. Adding it as a tab option instead is a very straight-
forward thing to do, at least for the non-Self Service interface.

–
Regards,

joe
Joe Casadonte
joe.casadonte@oracle.com

========== ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
========== ==========