View queue via the web w/o ticket creation ability

RT Users
1

I’m definitely an RT newbie (4.0.1) and in our department we wanted to create a generic user account that could login via the web and view a particular queue w/o being able to create a ticket. Not looking for the self service option, but for a privileged user to view a particular queue. This account would be used by the regular staff to view the queue and see if their particular ticket has been worked on or view the other queue submission (IT transparency-YAY :().

I know that in order to allow tickets to be created the CreateTicket permission has to be given to Everyone. Like most permission schemes, is there a permission override option for everyone where I could explicitly state that a particular doesn’t have the right to create a ticket, but everyone else does?

So far everything else works, but I’ve been trying to figure out a variety of ways to do this, but keep coming up short.

Thanks in advance.

2

I know that in order to allow tickets to be created the CreateTicket permission has to be
given to Everyone. Like most permission schemes, is there a permission override option for

That isn’t true. You only have to give it to Everyone or Unprivileged if
you want users without existing accounts in RT to be able to create
tickets by email.

everyone where I could explicitly state that a particular doesn’t have the right to create a
ticket, but everyone else does?

Grant Unprivileged the CreateTicket right, put all your other
Privileged users in a group and give them CreateTicket. Then create
your readonly Privileged user and don’t add them to the group that has
CreateTicket.

-kevin

3

Thank you very much Kevin; that did the trick. Quick question, is there a way for the system to respond with “Permission Denied” when clicking on “New Ticket in”, other than the error message “Queue could not be loaded.”? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.

Thanks again!!!From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 26, 2011 2:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

I know that in order to allow tickets to be created the CreateTicket permission has to be
given to Everyone. Like most permission schemes, is there a permission override option for

That isn’t true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.

everyone where I could explicitly state that a particular doesn’t have the right to create a
ticket, but everyone else does?

Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. Then create your readonly Privileged user and don’t add them to the group that has CreateTicket.

-kevin

4

Hi Kevin,

“This account would be used by the regular staff to view the queue and see
if their particular ticket has been worked on or view the other queue
submission (IT transparency-YAY L).”

So this account would be the requestor of all these tickets?

This is not much info about your RT usage and layout, so i can only do a
hint maybe: something like this could be the solution:

revoke the global create ticket right from everyone group

add createticket on queue qroupright level to every queue to everyone,
except this one

add create ticket to neccessary ppl only on this queue

but this would only work if everyone is not needed to subbmit to this
particular queue.

Regards,

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Garfield RobinsonSent: Tuesday, July 26, 2011 8:39 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] View queue via the web w/o ticket creation ability
[faked-from][auto-ip]

I’m definitely an RT newbie (4.0.1) and in our department we wanted to
create a generic user account that could login via the web and view a
particular queue w/o being able to create a ticket. Not looking for the
self service option, but for a privileged user to view a particular queue.
This account would be used by the regular staff to view the queue and see if
their particular ticket has been worked on or view the other queue
submission (IT transparency-YAY L).

I know that in order to allow tickets to be created the CreateTicket
permission has to be given to Everyone. Like most permission schemes, is
there a permission override option for everyone where I could explicitly
state that a particular doesn’t have the right to create a ticket, but
everyone else does?

So far everything else works, but I’ve been trying to figure out a variety
of ways to do this, but keep coming up short.

Thanks in advance.

5

Hi,

If this user has no queues he can create tickets in then probably this
button shouldn’t be displayed at all. Is it the case?On Tue, Jul 26, 2011 at 11:16 PM, Kevin Garfield Robinson kevgrob@umd.edu wrote:

Thank you very much Kevin; that did the trick. Quick question, is there a way for the system to respond with “Permission Denied” when clicking on “New Ticket in”, other than the error message “Queue could not be loaded.”? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.

Thanks again!!!

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 26, 2011 2:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

On Tue, Jul 26, 2011 at 02:38:45PM -0400, Kevin Garfield Robinson wrote:

I know that in order to allow tickets to be created the CreateTicket permission has to be
given to Everyone. Like most permission schemes, is there a permission override option for

That isn’t true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.

everyone where I could explicitly state that a particular doesn’t have the right to create a
ticket, but everyone else does?

Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. Then create your readonly Privileged user and don’t add them to the group that has CreateTicket.

-kevin

2011 Training: http://bestpractical.com/services/training.html

Best regards, Ruslan.

6

Yes, probably it shouldn’t be displayed if the user doesn’t have the permission, the current queue box next to it does show up empty, however it produces an RT Error page when clicked.From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, July 27, 2011 8:31 AM
To: Kevin Garfield Robinson
Cc: Kevin Falcone; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

Hi,

If this user has no queues he can create tickets in then probably this
button shouldn’t be displayed at all. Is it the case?

7

Yes, probably it shouldn’t be displayed if the user doesn’t have the
permission, the current queue box next to it does show up empty,
however it produces an RT Error page when clicked.

I’m not sure how hard that would be to hide, it’s worth filing a bug
so we can look at it for a future release

-kevin

8

Yes, probably it shouldn’t be displayed if the user doesn’t have the
permission, the current queue box next to it does show up empty,
however it produces an RT Error page when clicked.

I’m not sure how hard that would be to hide, it’s worth filing a bug
so we can look at it for a future release

http://issues.bestpractical.com/?user=guest&pass=guest&q=18066

-kevin

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, July 27, 2011 8:31 AM
To: Kevin Garfield Robinson
Cc: Kevin Falcone; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

Hi,

If this user has no queues he can create tickets in then probably this
button shouldn’t be displayed at all. Is it the case?

Thank you very much Kevin; that did the trick. Quick question, is there a way for the system to respond with “Permission Denied” when clicking on “New Ticket in”, other than the error message “Queue could not be loaded.”? I was hoping the system would respond similarly to when Take a ticket is clicked on; just wondering if the error response could be easily altered.

Thanks again!!!

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, July 26, 2011 2:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] View queue via the web w/o ticket creation ability

I know that in order to allow tickets to be created the CreateTicket permission has to be
given to Everyone. Like most permission schemes, is there a permission override option for

That isn’t true. You only have to give it to Everyone or Unprivileged if you want users without existing accounts in RT to be able to create tickets by email.

everyone where I could explicitly state that a particular doesn’t have the right to create a
ticket, but everyone else does?

Grant Unprivileged the CreateTicket right, put all your other Privileged users in a group and give them CreateTicket. Then create your readonly Privileged user and don’t add them to the group that has CreateTicket.

-kevin

2011 Training: http://bestpractical.com/services/training.html

–
Best regards, Ruslan.

2011 Training: http://bestpractical.com/services/training.html

Best regards, Ruslan.