Showing tickets to nobody

I am very new to RT but have it up and running for standard work. Queues
work, creating tickets based on mail works.

But… I want to create a public view of tickets so people can see what
the helpdesk does on their (and other people’s) requests.

Creating a public overview works, when I use

my $user = new RT::CurrentUser(‘Nobody’);
my $queue = new RT::Queue($user);
my $cnt;
$queue->Load(‘helpdesk’);
unless ($queue->Id) {
Abort(“Queue not found”);
}

and then iterate over RT::Tickets($user) I get an overview as wanted.

but, displaying a single ticket does not work

my $user = new RT::CurrentUser(‘Nobody’);
$Ticket=LoadTicket($id);
my $subject=$Ticket->Subject;

will leave me ‘emptyhanded’ as in subject is not set (where it was set in
the first script).

I have given the unprivileged user ‘CreateTicket’, ‘SeeQueue’,
‘ShowTicket’ and ‘ShowTicketComments’ rights. When I remove ‘ShowTicket’
I don’t see the subject anymore in the overview, so that link between
right and result works.

I am going from ‘basic use’ way into the deep end, but I’d like this to
work.

                                     Koos

Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers
koos@kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?)
Fax +31-30-2817051 Visit the site about books with reviews /\
Koos van den Hout - Life, the universe and everything http://www.virtualbookcase.com/ __V

Hi, Koos!

Koos van den Hout wrote:

but, displaying a single ticket does not work

$Ticket=LoadTicket($id);

Try:

my $ticket = new RT::Ticket($user);
$ticket->Load($id);

Also, you might like to consider that the wheel has already
been invented, and lives at /SelfService/ :slight_smile:
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company

I appreciate the help I’ve gotten here in the past. I have looked
through the docs, archive and recent posts and have a few questions.

When I update something in the RT_SiteConfig, do I leave the “1” on a
line by itself at the end? If so, do the config changes stay, or does
this prompt a script to change RT_Config and leave SiteConfig with only
a “1” again (in other words, its clean again, ready for the next
change).

I’m trying to fix a broken img in the header, so I’m specifically trying
to update the fields related to it. Would this be just updating
WebImagesURL in SiteConfig?

A great deal of the fields are unused or in an awkward order for our
use. Again, I’ve looked through the docs and archive but haven’t seen
anything that would indicate you can customize the viewing of tickets.
Simply put, we only want maybe 7 or 8 of the fields (name, date, time
open, comments and one or two more). I have worked with Remedy and
Clarify, so it would be cool if future RT versions allowed a more
customizable GUI (assuming it doesn’t already).

John

A great deal of the fields are unused or in an awkward order for our
use. Again, I’ve looked through the docs and archive but haven’t seen
anything that would indicate you can customize the viewing of tickets.
Simply put, we only want maybe 7 or 8 of the fields (name, date, time
open, comments and one or two more). I have worked with Remedy and
Clarify, so it would be cool if future RT versions allowed a more
customizable GUI (assuming it doesn’t already).

Well, it’s fairly easy for local programmers to customize RT’s user
interface, but end-user customizable UI is something that we’re
interested in doing, though our priorities definitely lean toward “what
customers are interested in funding.”

A couple of questions:

How important is browser-based UI development to you? How important is
s graphical browser-based UI development to you?

Best,
Jesse

John


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Quoting Phil Homewood who wrote on Wed, Dec 03, 2003 at 09:31:19AM +1000:

Hi, Koos!

Hi! We meet in the strangest places :wink:

Koos van den Hout wrote:

but, displaying a single ticket does not work

$Ticket=LoadTicket($id);

Try:

my $ticket = new RT::Ticket($user);
$ticket->Load($id);

Thanks, that’s the one.

Also, you might like to consider that the wheel has already
been invented, and lives at /SelfService/ :slight_smile:

I’m very new to RT, but I’ll have a look at this wheel before I invent any
more stuff already done :slight_smile:

                                            Koos

Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers
koos@kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?)
Fax +31-30-2817051 Visit the site about books with reviews /\
Koos van den Hout - Life, the universe and everything http://www.virtualbookcase.com/ __V