Unprivileged user to see a queue and everything in it

Hello,

We want a specific customer to be able to see all tickets in a queue. They have their own mail address support@clab.semailto:support@clab.se that they use to mail in their requests.
I created a group called clab-users and gave the group view queue rights, that didn’t work so i created a user with “let this user access RT” and no on “let this user be granted privileges”.

I can login with the user and see the ticket i created but not the other tickets in that queue.

How do i do that?

Med vänliga hälsningar / Best Regards

Martin Petersson
+46 (0)522 980 28
martin@uanet.semailto:martin@uanet.se
www.uanet.sehttp://www.uanet.se/

[cid:E0205AFE-A6B6-43EC-AA3B-DAB8491EC7F1@bredbandsbolaget.se]

Uanet - Effektiv IT
Gustaf Mattssons Väg 2
451 50 Uddevalla
Orgnr: 556702-4095http://www.uanet.se/

http://www.uanet.se/

[cid:04922722-9F52-4230-BC09-BD0EFCECB128@bredbandsbolaget.se]

Please consider the environment before printing this e-mail.

We want a specific customer to be able to see all tickets in a queue. They have their own mail
address [1]support@clab.se that they use to mail in their requests.
I created a group called clab-users and gave the group view queue rights, that didn’t work so
i created a user with “let this user access RT” and no on “let this user be granted
privileges”.
I can login with the user and see the ticket i created but not the other tickets in that
queue.

The SelfService interface (which is what Unprivileged Users see) does
an explicit search for tickets where the current user is a Watcher of
the ticket (so ticket level Requestor, Cc, AdminCc). That’s why they
can’t see more tickets, even if you give them ShowTicket on the whole
Queue.

You’d need to overlay MyRequests in SelfService/Elements to change
that. I expect a callback to make changing it easier would be a patch
that would go into core pretty easily.

-kevin

Hello again

i dont understand what you mean, is it not possible to do?

Med vänliga hälsningar / Best Regards

Martin Petersson
+46 (0)522 980 28
martin@uanet.semailto:martin@uanet.se
www.uanet.se

[cid:E0205AFE-A6B6-43EC-AA3B-DAB8491EC7F1@bredbandsbolaget.se]

Uanet - Effektiv IT
Gustaf Mattssons Väg 2
451 50 Uddevalla
Orgnr: 556702-4095http://www.uanet.se/

http://www.uanet.se/

[cid:04922722-9F52-4230-BC09-BD0EFCECB128@bredbandsbolaget.se]

Please consider the environment before printing this e-mail.

13 mar 2013 kl. 17:00 skrev <rt-users-request@lists.bestpractical.commailto:rt-users-request@lists.bestpractical.com>
:

Send rt-users mailing list submissions to
rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body ‘help’ to
rt-users-request@lists.bestpractical.com

You can reach the person managing the list at
rt-users-owner@lists.bestpractical.com

When replying, please edit your Subject line so it is more specific
than “Re: Contents of rt-users digest…”

Today’s Topics:

  1. Re: unprivileged user to see a queue and everything in it
    (Kevin Falcone)
  2. Re: datetime custom fields displaying in utc. Sometimes.
    (Kevin Falcone)

Message: 1Date: Wed, 13 Mar 2013 11:04:32 -0400
From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] unprivileged user to see a queue and
everything in it
Message-ID: 20130313150432.GA1554@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

From Kevin Falcone

We want a specific customer to be able to see all tickets in a queue.
They have their own mail address support@clab.se that they use to
mail in their requests. I created a group called clab-users and gave
the group view queue rights, that didn’t work so i created a user
with “let this user access RT” and no on “let this user be granted
privileges”. I can login with the user and see the ticket i created
but not the other tickets in that queue.

The SelfService interface (which is what Unprivileged Users see) does
an explicit search for tickets where the current user is a Watcher of
the ticket (so ticket level Requestor, Cc, AdminCc). That’s why they
can’t see more tickets, even if you give them ShowTicket on the whole
Queue.

You’d need to overlay MyRequests in SelfService/Elements to change
that. I expect a callback to make changing it easier would be a patch
that would go into core pretty easily.

i dont understand what you mean, is it not possible to do?

I was explaining that the SelfService interface, as designed, limits
you to only the tickets you are related to.

If you want an Unprivileged user to see all tickets in a queue, you
either have to write code (as described above) or make them privileged
and limit their other rights.

-kevin