SelfService UI and Ticket Display

Hi,

Using RT 2.0.9

I have the SelfService UI set up for some of our customers. On of the
customers is also a watcher for a queue. When someone else enters a new
ticket, this user receives an email with a link to the ticket (<URL:
http://rt.ourdomain.de:80//Ticket/Display.html?id=39 >). Instead of being
taken to the ticket details directly with this link he ends up at his
’inbox’. By entering the ticket number into the ‘go to ticket’ field, he
can see the ticket details.

Is this a bug? Can RT be configured to fix this?

Ciao,

-rolf

-----BEGIN PGP PUBLIC KEY BLOCK-----
Version: GnuPG v1.0.6 (MingW32)
Comment: For info see http://www.gnupg.org
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=tz9U
-----END PGP PUBLIC KEY BLOCK-----

From: Rolf Meinecke [mailto:rm@codeon.de]

Using RT 2.0.9

I have the SelfService UI set up for some of our customers. On of the
customers is also a watcher for a queue. When someone else
enters a new
ticket, this user receives an email with a link to the ticket (<URL:
http://rt.ourdomain.de:80//Ticket/Display.html?id=39 >).
Instead of being
taken to the ticket details directly with this link he ends up at his
’inbox’. By entering the ticket number into the ‘go to
ticket’ field, he
can see the ticket details.

Is this a bug? Can RT be configured to fix this?

This sounds kind of similar to a problem a bunch of others (myself included)
have been having, where once you get into the SelfService area, every link
you hit just takes you back to the “home” SelfService page. So far I have
only seen people asking questions about this, and nobody providing any
answers. You’re the first I’ve seen that has been able to get anything
useful out of it (by manual entry of ticket id–I just tried this on mine,
and it doesn’t work).

It seems that for the people whose SelfService area works, it Just Works out
of the box. For those of us whose SelfService area doesn’t work, it Just
Doesn’t, and nobody knows why (or at least nobody that knows why has stepped
forward).

For my part, I’m just not telling my users that such a thing exists, since I
don’t know how to make it work.

shrug

Kendric