Unpriviledged users cannot reply using web-ui

RT Users
1

Hello everyone,

I have found that unpriviledged users that have been given a password
can use the web-interface just fine, they can change the status of
their tickets etc.

Unfortunately they cannot use the webinterface to “Reply” on a ticket!
Replying via email works fine, though.

If the user replies using the web-ui, the reply gets discarded silently
(no error message).

If a priviledged user replies, it works fine.

Is there any special user/group right needed for this to work?

So far I have:

in Configuration → Queues → Queue-Name → Group-Rights:

Everyone:
CommentOnTicket,CreateTicket,ReplyToTicket,ShowTicket,SeeQueue

I also tried granting:

Requestor: ModifyTicket

but without success.

I’m using RT 2.0.4.

Any Idea?

Freundliche Gr��e / Kind Regards

Kai Groshert +49-(0)711-77917-21
Maas High Tech Software GmbH http://www.maas.de

“In the beginning the Universe was created. This has made a lot
of people very angry and been widely regarded as a bad move.”

                                                Douglas Adams
2

Kai,

Does this not result in them not only being able to see their own
tickets, but also beeing able to see everyone elses tickets as well? We
want it such that they can see their tickets, and no one elses.

Ben

Kai Groshert wrote:

3

Ben,

No, it works ok. The users can only see their own tickets.

Kai

Benjamin MA Robson wrote:

Kai,

Does this not result in them not only being able to see their own
tickets, but also beeing able to see everyone elses tickets as well? We
want it such that they can see their tickets, and no one elses.

Ben

Kai Groshert wrote:

Hello everyone,

I have found that unpriviledged users that have been given a password
can use the web-interface just fine, they can change the status of
their tickets etc.

Unfortunately they cannot use the webinterface to “Reply” on a ticket!
Replying via email works fine, though.

If the user replies using the web-ui, the reply gets discarded silently
(no error message).

If a priviledged user replies, it works fine.

Is there any special user/group right needed for this to work?

So far I have:

in Configuration → Queues → Queue-Name → Group-Rights:

Everyone:
CommentOnTicket,CreateTicket,ReplyToTicket,ShowTicket,SeeQueue

I also tried granting:

Requestor: ModifyTicket

but without success.

I’m using RT 2.0.4.

Any Idea?

Freundliche Gr��e / Kind Regards

Kai Groshert +49-(0)711-77917-21
Maas High Tech Software GmbH http://www.maas.de

“In the beginning the Universe was created. This has made a lot
of people very angry and been widely regarded as a bad move.”

                                                Douglas Adams
4

Kai/Benjamin,

Do you know of a way to limit unprivileged users to a specific queue?

What we need is for an unprivileged user from organisation A not to be
able to even see the queue “name” (never mind the queue/tickets) from
organisation B.

I look forward to your response.

Regards
JensFrom: Kai Groshert [mailto:kai@maas.de]
Sent: 31 August 2001 14:48
To: Benjamin MA Robson
Cc: rt-users@fsck.com
Subject: Re: [rt-users] Unpriviledged users cannot reply using web-ui

Ben,

No, it works ok. The users can only see their own tickets.

Kai

Benjamin MA Robson wrote:

Kai,

Does this not result in them not only being able to see their own
tickets, but also beeing able to see everyone elses tickets as well? We
want it such that they can see their tickets, and no one elses.

Ben

Kai Groshert wrote:

Hello everyone,

I have found that unpriviledged users that have been given a password
can use the web-interface just fine, they can change the status of
their tickets etc.

Unfortunately they cannot use the webinterface to “Reply” on a ticket!
Replying via email works fine, though.

If the user replies using the web-ui, the reply gets discarded silently
(no error message).

If a priviledged user replies, it works fine.

Is there any special user/group right needed for this to work?

So far I have:

in Configuration → Queues → Queue-Name → Group-Rights:

Everyone:
CommentOnTicket,CreateTicket,ReplyToTicket,ShowTicket,SeeQueue

I also tried granting:

Requestor: ModifyTicket

but without success.

I’m using RT 2.0.4.

Any Idea?

Freundliche Grüße / Kind Regards

Kai Groshert +49-(0)711-77917-21
Maas High Tech Software GmbH http://www.maas.de

“In the beginning the Universe was created. This has made a lot
of people very angry and been widely regarded as a bad move.”

                                                Douglas Adams

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

5

Can you verify that it’s still a problem in 2.0.5_03, the latest production
release, (or ideally 2.0.6-pre7, the latest test release).

-jesseOn Fri, Aug 31, 2001 at 11:48:40AM +0200, Kai Groshert wrote:

Hello everyone,

I have found that unpriviledged users that have been given a password
can use the web-interface just fine, they can change the status of
their tickets etc.

Unfortunately they cannot use the webinterface to “Reply” on a ticket!
Replying via email works fine, though.

If the user replies using the web-ui, the reply gets discarded silently
(no error message).

If a priviledged user replies, it works fine.

Is there any special user/group right needed for this to work?

So far I have:

in Configuration → Queues → Queue-Name → Group-Rights:

Everyone:
CommentOnTicket,CreateTicket,ReplyToTicket,ShowTicket,SeeQueue

I also tried granting:

Requestor: ModifyTicket

but without success.

I’m using RT 2.0.4.

Any Idea?

–
Freundliche Grüße / Kind Regards

Kai Groshert +49-(0)711-77917-21
Maas High Tech Software GmbH http://www.maas.de

“In the beginning the Universe was created. This has made a lot
of people very angry and been widely regarded as a bad move.”

                                                Douglas Adams

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

6

Thanks for the hint, the upgrade was overdue for me anyway to
fix the reply-button bug for mime messages…

It works fine now as of version 2.0.6!

Thanks as lot!

Kai

Kai Groshert
http://www.groshert.de

Quoting Jesse Vincent jesse@bestpractical.com:

7

I made a simple fix for this that is sufficient for our use :
Simply put: Admin-users can see the Configuration tab, and no-one else.

Following is the output from a diff on $RT_HOME/WebRT/html/Elements/Tabs

102,105d101
< my $toptabs;
<
< if ($session{‘CurrentUser’}->HasSystemRight(‘AdminUsers’)) {
<
118,133d113
< } else {
<
< $toptabs = { A => { title => ‘Home’,
< path => ‘’,
< },
< B => { title => ‘Search’,
< path => ‘Search/Listing.html’
< }
<
< };
< }
<

Rehan van der MerweFrom: Kai Groshert [mailto:kai@maas.de]
Sent: 07 September 2001 10:05
To: Jesse Vincent
Cc: Kai Groshert; rt-users@fsck.com
Subject: Re: [rt-users] Unpriviledged users cannot reply using web-ui

Thanks for the hint, the upgrade was overdue for me anyway to
fix the reply-button bug for mime messages…

It works fine now as of version 2.0.6!

Thanks as lot!

Kai

Kai Groshert
http://www.groshert.de

Quoting Jesse Vincent jesse@bestpractical.com:

Can you verify that it’s still a problem in 2.0.5_03, the latest
production
release, (or ideally 2.0.6-pre7, the latest test release).

-jesse

Hello everyone,

I have found that unpriviledged users that have been given a password
can use the web-interface just fine, they can change the status of
their tickets etc.

Unfortunately they cannot use the webinterface to “Reply” on a
ticket!
Replying via email works fine, though.

If the user replies using the web-ui, the reply gets discarded
silently
(no error message).

If a priviledged user replies, it works fine.

Is there any special user/group right needed for this to work?

So far I have:

in Configuration → Queues → Queue-Name → Group-Rights:

Everyone:
CommentOnTicket,CreateTicket,ReplyToTicket,ShowTicket,SeeQueue

I also tried granting:

Requestor: ModifyTicket

but without success.

I’m using RT 2.0.4.

Any Idea?

–
Freundliche Grüße / Kind Regards

Kai Groshert +49-(0)711-77917-21
Maas High Tech Software GmbH http://www.maas.de

“In the beginning the Universe was created. This has made a lot
of people very angry and been widely regarded as a bad move.”

                                                Douglas Adams

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users