Hello,
I have been tasked in rolling out RT to our organization. So far so good. I was able to get RT 4.0.7 up and running on Debian Linux 7.0 (Wheezy). Now its down to the nuts and bolt tightening of this product to tailor it to our environment. One thing that I am contemplating is how other than email my end users will be able to track their own tickets without giving them access to all of the ticket queues I will be setting up. The email notifications are working ok as in the end user will receive updates and will be able to see any comments the owner put into the tickets. Now onto setting up the self service part of the Web UI. I have looked through many articles on this and really haven’t found anything that actually stated how to enable and setup the Self Service feature on a new installation of RT. My goal is to have the end user click on a URL in the auto reply email that will direct them to the Self Service UI and also iauto log them in without being prompted for a username and password (if possible). With that being said I guess I have 2 questions: 1) How to setup Self Service and 2) How to (if possible) make it so an end user can click on a URL in the auto reply and auto log them in without Username and Password. Thanks in advance for any help in regards to this issue!
Jeff
With that being said I guess I have 2 questions: 1) How to setup Self
Service
SelfService is already there.
Add this in your Autoreply Template
Ticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
And make sure Requestor Role at least for that Queue has ShowTicket rights.
Queue → Roles → Requestor → Current Rights → ShowTicket
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
How to (if possible) make it so an end user can click on a URL in the auto
reply and auto log them in without Username and Password.
How do you make sure requester A is not looking at requester B’s ticket by
crafting the url? Pretty scary wish, no?
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
My goal is to have the end user click on a URL in the auto reply email
that will direct them to the Self Service UI and also iauto log them
in without being prompted for a username and password (if possible).
With that being said I guess I have 2 questions: 1) How to setup Self
Service and 2) How to (if possible) make it so an end user can click
on a URL in the auto reply and auto log them in without Username and
Password. Thanks in advance for any help in regards to this issue!
As mentioned in other replies - SelfService ships with RT and doesn’t
require configuration, it will be automatically used for users who
aren’t marked Privileged.
The easiest thing may be to leverage any existing Single-Sign-On
technology in use at your organization (such as kerberized AD).
Otherwise, writing a one-time-user or single-use URL could be done
leveraging a user’s secret token which is currently used for the RSS and
iCal feeds. This is non-trivial development.
-kevin
Thanks for the replys. Thanks for the clarification about Self Service. I
plan on rolling this product out to my end users as soon as I get the
External AD auth working…See my other thread…
http://requesttracker.8502.n7.nabble.com/External-Auth-config-with-RT-on-Debian-td54486.html
I have some dedicated time over the next week to really get this working the
way I would like. Thanks again.
Jeff
View this message in context: http://requesttracker.8502.n7.nabble.com/Setting-up-requestor-access-to-Self-Service-Web-UI-tp54330p54489.html