SelfService and custom status

Hello,

On our RT 4.2.6, I created a lifecycle “support” with specifics status, which is working fine.

The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the “support” lifecycle.

On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle “support”, but the one of the default lifecycle !

I made a test as a requestor and changed to status stalled which does not exist in the lifecyle “support”. Now, as a superuser I cannot change the status at all, there’s only stalled an stalled (unchanged) listed !

I’ve been searching for quite a long time, but now I can’t figure out what is going wrong.

The second point is that I intended to add a ResolveRight to the lifecycle “support” to allow unprivileged requestors to resolve their tickets via the SelfService interface. I’m wondering now if it’s possible.

Thanks for your help again,
Elisabeth

I don’t believe that it’s possible for a user to be simultaneously
unprivileged and have rights granted to them, so I would suspect that your
goal is possibly unsupported in its current form.

Have you considered setting these users up as privileged instead, with
minimal rights?On Sat, 28 Feb 2015 at 01:31 elifree@free.fr wrote:

Hello,

On our RT 4.2.6, I created a lifecycle “support” with specifics status,
which is working fine.

The requestor is unprivileged, but is granted the right ModifyTicket
(globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue
has the “support” lifecycle.

On SelfService interface, the requestor sees his ticket, can display it,
can reply, and can modify the status : but the status are not the ones of
the lifecycle “support”, but the one of the default lifecycle !

I made a test as a requestor and changed to status stalled which does not
exist in the lifecyle “support”. Now, as a superuser I cannot change the
status at all, there’s only stalled an stalled (unchanged) listed !

I’ve been searching for quite a long time, but now I can’t figure out what
is going wrong.

The second point is that I intended to add a ResolveRight to the lifecycle
"support" to allow unprivileged requestors to resolve their tickets via the
SelfService interface. I’m wondering now if it’s possible.

Thanks for your help again,
Elisabeth

Hello Alex,
Many thanks for you answer :
----- Mail original -----

| Have you considered setting these users up as privileged instead,
| with minimal rights?
This is not what we want, but I’ve done it for some tests just to check, and the problem is the same.

I’ve come to the conclusion that even when the Requestor role is granted all the rights (general and for staff, at queue level), the privileged requestor does not see in the ticket the specific statuses from the lifecycle of the queue.

The owner role, same rights, same ticket, the owner sees in the ticket the specific statuses of the lifecyle.

Thanks again,
Elisabeth| On Sat, 28 Feb 2015 at 01:31 < elifree@free.fr > wrote:

| | Hello,
|

| | On our RT 4.2.6, I created a lifecycle “support” with specifics
| | status, which is working fine.
|

| | The requestor is unprivileged, but is granted the right
| | ModifyTicket
| | (globally), and ShowTicket, Watch and ReplyToTicket on the queue.
| | The queue has the “support” lifecycle.
|

| | On SelfService interface, the requestor sees his ticket, can
| | display
| | it, can reply, and can modify the status : but the status are not
| | the ones of the lifecycle “support”, but the one of the default
| | lifecycle !
|

| | I made a test as a requestor and changed to status stalled which
| | does
| | not exist in the lifecyle “support”. Now, as a superuser I cannot
| | change the status at all, there’s only stalled an stalled
| | (unchanged) listed !
|

| | I’ve been searching for quite a long time, but now I can’t figure
| | out
| | what is going wrong.
|

| | The second point is that I intended to add a ResolveRight to the
| | lifecycle “support” to allow unprivileged requestors to resolve
| | their tickets via the SelfService interface. I’m wondering now if
| | it’s possible.
|

| | Thanks for your help again,
|
| | Elisabeth
|

Is it possible that your RT configuration has non-identical global rights
for owners and requestors (Admin > Global > Group Rights)?On Thu, 5 Mar 2015 at 00:10 elifree@free.fr wrote:

Hello Alex,
Many thanks for you answer :

Have you considered setting these users up as privileged instead, with
minimal rights?

This is not what we want, but I’ve done it for some tests just to check,
and the problem is the same.

I’ve come to the conclusion that even when the Requestor role is granted
all the rights (general and for staff, at queue level), the privileged
requestor does not see in the ticket the specific statuses from the
lifecycle of the queue.

The owner role, same rights, same ticket, the owner sees in the ticket the
specific statuses of the lifecyle.

Thanks again,
Elisabeth

On Sat, 28 Feb 2015 at 01:31 elifree@free.fr wrote:

Hello,

On our RT 4.2.6, I created a lifecycle “support” with specifics status,
which is working fine.

The requestor is unprivileged, but is granted the right ModifyTicket
(globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue
has the “support” lifecycle.

On SelfService interface, the requestor sees his ticket, can display it,
can reply, and can modify the status : but the status are not the ones of
the lifecycle “support”, but the one of the default lifecycle !

I made a test as a requestor and changed to status stalled which does not
exist in the lifecyle “support”. Now, as a superuser I cannot change the
status at all, there’s only stalled an stalled (unchanged) listed !

I’ve been searching for quite a long time, but now I can’t figure out
what is going wrong.

The second point is that I intended to add a ResolveRight to the
lifecycle “support” to allow unprivileged requestors to resolve their
tickets via the SelfService interface. I’m wondering now if it’s possible.

Thanks for your help again,
Elisabeth