Unprivileged users can't view own open/closed tickets

RT Users
1

Hi list,

I’m adding a unprivileged user on RT and it can’t view the own
open/closed tickets.

This user is in a group, and this group is on a queue.

This is the configuration of the permissions:

Queue:
Group Rights:
-Create tickets
-View custom field values
-View ticket summaries

Rights for Staff:
-Own tickets

Rights for Administrators:
None

Group:
Rights for Staff:
-View group
-View group dashboards
-View saved searches

Rights for Adminstrators:
-Create modify and delete saved searches

I searched the wiki and have not found any solution

I’m doing something wrong or it’s a bug?

Best regards
Xavier Barnada Rius

2

I’m adding a unprivileged user on RT and it can’t view the own
open/closed tickets.

This user is in a group, and this group is on a queue.

The SelfService interface only finds tickets where the logged in user
is a watcher (requestor, cc, etc). So even though they have Show
Ticket on the Queue, they still need to be affiliated with the ticket
to see it. Traditionally this is done by giving Requestors
ShowTicket (and probably granting it to Ccs also).

-kevin