Setting up non-priv'ed users to view queues

RT Users
1

Hi everyone,

I’ve got a client who wants to view her tickets through the Self-Service
interface. Great. This isn’t a problem when she either requests the
ticket through this interface or (I’m guessing here–we haven’t tested it
yet) she emails in a ticket. They show up in the SelfService interface.

But, when I initiate a ticket and assign it to that queue, it doesn’t
display on her page. She can type in the ticket number and bring it up,
but that’s no good. How can I get it to auto-assign to her? I’ve made her
a Watcher on that queue, but that didn’t make any difference.

Thanks for your help,

Sean

2

But, when I initiate a ticket and assign it to that queue, it doesn’t
display on her page. She can type in the ticket number and bring it up,
but that’s no good. How can I get it to auto-assign to her? I’ve made her
a Watcher on that queue, but that didn’t make any difference.

The SelfService interface is limited to showing tickets ‘requested’ by
that user. For each ticket that you assign to that queue that you wish
her to see, you will need to add her as a requestor.

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations
3

Bruce Campbell wrote:> On Sun, 10 Mar 2002, Sean Hussey wrote:

But, when I initiate a ticket and assign it to that queue, it
doesn’t display on her page. She can type in the ticket number and
bring it up, but that’s no good. … I’ve made her a Watcher on that
queue, but that didn’t make any difference.

The SelfService interface is limited to showing tickets ‘requested’ by
that user. For each ticket that you assign to that queue that you wish
her to see, you will need to add her as a requestor.

That’s what I would’ve expected. I got part-way through composing a
reply along those lines when I thought I’d better test it, and I can’t
get it to work either.

I have a ticket that I created with the web interface. I’ve added an
external user as a Requestor. I’ve even removed me from being a
Requestor on that ticket. When logged in as me and viewing that ticket,
it appears with three others in the list of “This user’s 25 highest
priority tickets”.

But when I log in as that external user, the list “Your open requests”
just contains the three tickets that were opened by e-mail, not the one
I created through the web interface.

(Then I aborted sending my reply, meaning to investigate where the
self-service list comes from and seeing if I can make this work. But I
haven’t got round to that yet …)

Smylers
GBdirect

4

The SelfService interface is limited to showing tickets ‘requested’ by
that user. For each ticket that you assign to that queue that you wish
her to see, you will need to add her as a requestor.

That’s what I would’ve expected. I got part-way through composing a
reply along those lines when I thought I’d better test it, and I can’t
get it to work either.

Ok, actually, I got Bruce’s suggestion to work. As long as she was the
requestor and the ticket was in the queue she had permission to view, it
came up in the SelfService interface.

Now my issue is that when she logs into the SelfService area, she can’t
comment on any of the tickets. On the off chance she needed to be granted
rights, I gave her the following ones:

CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
Watch

And then I revoked her rights. That seems counterintuitive, but it works.

Thanks everyone!

Sean

5

Sean Hussey wrote:

[Smylers wrote:]

[Bruce Campbell wrote:]

The SelfService interface is limited to showing tickets
‘requested’ by that user. For each ticket that you assign to that
queue that you wish her to see, you will need to add her as a
requestor.

That’s what I would’ve expected. I got part-way through composing a
reply along those lines when I thought I’d better test it, and I
can’t get it to work either.

Ok, actually, I got Bruce’s suggestion to work. As long as she was
the requestor and the ticket was in the queue she had permission to
view,

D’oh. Obviously she needs permission to SeeQueue on the queue in
question, but the ticket I randomly picked for playing with this morning
wasn’t in such a queue. Ooops. (Memo to self: Don’t post to mailing
lists on Monday mornings.)

Now my issue is that when she logs into the SelfService area, she can’t
comment on any of the tickets. On the off chance she needed to be granted
rights, I gave her the following ones:

CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
Watch

And then I revoked her rights. That seems counterintuitive, but it
works.

Eh? You mean she can still comment once her rights have been revoked?
I gave the external user these rights:

CommentOnTicket
ModifyTicket
SeeQueue
ShowTicket

and everything seems to behave as you want. The ModifyTicket right
sounded dangerous, but in practice the self-service interface doesn’t
(seem to) provide a way for modifying any part of a ticket except for
adding comments, so that works fine – the exernal user can add comments
but not change anything else.

Smylers
GBdirect

6

Eh? You mean she can still comment once her rights have been revoked?
I gave the external user these rights:

Well, that’s the only way I know to give her the SelfService interface. Am
I missing something else?

CommentOnTicket
ModifyTicket
SeeQueue
ShowTicket

and everything seems to behave as you want. The ModifyTicket right
sounded dangerous, but in practice the self-service interface doesn’t
(seem to) provide a way for modifying any part of a ticket except for
adding comments, so that works fine – the exernal user can add comments
but not change anything else.

Yeah, that’s more like it. I’ll take care of that.

Thank you!