Self Service

RT Users
1

Hi All,

I am a newbie so bear with me. I have installed rt-3.4.5. I have also
installed RTFM and Asset Tracker.

I would like to have the self service screen allow access to RTFM and
Asset Tracker. I modified the SelfService/Elements/Tabs file so that the
two options appear on the page however when I click nothing happens.

I know it is accessing the appropriate file because if I remove the
relevant index.html it complains.

Has anyone done this? Is there a way to give the self service users
access to RTFM and Asset Tracker?

Thanks,

John

2

Hello,

I am using RT 3.6.4 at the moment on ubuntu 7.10, I have users logging in using Mike Peachey’s RT::Authen::ExternalAuth extension.

My problem is that on the self service page users have the option to change their password which I don’t want to be there and in the top right there is a goto ticket box that I don’t want there as users can enter any ticket number in there and jump to other people’s tickets which obviously isn’t great,

Anyone know how I can get rid of these 2 ?

Thanks in advance,

Andy

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3

andrew fay wrote:

Hello,

I am using RT 3.6.4 at the moment on ubuntu 7.10, I have users logging
in using Mike Peachey’s RT::Authen::ExternalAuth extension.

My problem is that on the self service page users have the option to
change their password which I don’t want to be there and in the top
right there is a goto ticket box that I don’t want there as users can
enter any ticket number in there and jump to other people’s tickets
which obviously isn’t great,

Anyone know how I can get rid of these 2 ?

You don’t need to get rid of the Goto Ticket box, simply ensure that
users don’t have permission to view tickets other than their own. This
is accomplished with giving ShowTicket (you also want ReplyToTicket) to
the Requestor role for any given queue.

So long only Requestors and Privileged (non-self-service) users can
ShowTicket… there’s no problem.

As for the password change… my self-service doesn’t show that ability…
you probably want to remove the ModifySelf right for “Everyone” or
something like that.

Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England

4

morning mike!,

thanks for that - sorted,

One more thing, on the self service… if I change someone’s ticket’s queue it gives them the message :

  afay -  Queue changed from  to

and thats it… no mention of what queue it has been moved from to,

is there a quick fix for that? as this is our last issue before we can bring RT live,

Cheers,

Andy

Date: Fri, 4 Apr 2008 09:30:08 +0100
From: mike.peachey@jennic.com
To: andrew.fay@hotmail.co.uk; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Self Service

andrew fay wrote:

Hello,

I am using RT 3.6.4 at the moment on ubuntu 7.10, I have users logging
in using Mike Peachey’s RT::Authen::ExternalAuth extension.

My problem is that on the self service page users have the option to
change their password which I don’t want to be there and in the top
right there is a goto ticket box that I don’t want there as users can
enter any ticket number in there and jump to other people’s tickets
which obviously isn’t great,

Anyone know how I can get rid of these 2 ?

You don’t need to get rid of the Goto Ticket box, simply ensure that
users don’t have permission to view tickets other than their own. This
is accomplished with giving ShowTicket (you also want ReplyToTicket) to
the Requestor role for any given queue.

So long only Requestors and Privileged (non-self-service) users can
ShowTicket… there’s no problem.

As for the password change… my self-service doesn’t show that ability…
you probably want to remove the ModifySelf right for “Everyone” or
something like that.

–
Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com

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5

andrew fay wrote:

morning mike!,

thanks for that - sorted,

One more thing, on the self service… if I change someone’s ticket’s
queue it gives them the message :

afay - Queue changed from to

and thats it… no mention of what queue it has been moved from to,

is there a quick fix for that? as this is our last issue before we can
bring RT live,

I’m not sure about that one to be honest - I’ve hardly ever moved a
Ticket between Queues.

Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England

6

I think you’ll need the right SeeQueue for that. Otherwise the queue is
invisible and can’t be resolved by the template. But I’m not so sure
about that either.

Mike Peachey schrieb: