Tim,
Although we would grant the rights a little differently (we usually
grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to
everyone on a global basis), I was wondering if the any of the users
(your requestors) are set up as privileged users. If not, then the
rights you grant to roles won't be applied to them as users.
Kenn
LBNL
Tim Hill wrote:
Hi,
As a summary of what I am trying to achieve, I want users (all on-site)
to submit their problems via the self service page, and I want them to
be able to see their own open and closed tickets. I do not want them to
be able to view anyone else's tickets at this stage.
I have spent quite a bit of time reading round on this and I am still
having no luck, I can't get the test users submitting a ticket to be
able to see their own tickets. The tickets are created and can be dealt
with, but users can't see them whether they are open or closed tickets.
I have even tried giving the requestor group every right available to
see if they could view their open and closed tickets, unfortunately I
still couldn't get that to work.
When I first submitted a mail regarding this issue, users could see any
ticket by typing the ticket number into the goto ticket box, but I have
managed to stop this happening, although they can't even get to their
own tickets in this way any more.
My symptoms appear to be the same as couple of very old mails in the
archive
http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838
http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252
Although due to the age of these requests it is probably unlikely to be
the same issue.
I changed the rights based on information in the following thread:
http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051
For some reason I still can't get it to work. My current rights settings
are as follows:
*Global - Everyone*
ModifyCustomField
ModifySelf
SeeCustomField
The following rights are all on the required queue
*Everyone *
CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
*Requestor*
ReplyToTicket
SeeQueue
ShowTicket
Watch
*Owner*
ModifyTicket
ReplyToTicket
ShowTicket
Unfortunately when using these permissions and I create a new ticket
with a test user, I get the following message:
"No permission to view newly created ticket #11. "
Can anyone help? Or can anyone direct me to any example configs?
I spent quite a bit of time on the wiki going through what all the
rights do, I have also bought the RT Essentials book but have so far
been unable to get it right.
Thanks
Tim
On 17/08/06, *Drew Barnes* <[EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]>> wrote:
http://wiki.bestpractical.com/index.cgi?Rights
Tim Hill wrote:
> Hi,
>
> I installed Ubuntu server (Dapper 6.06), and then followed the
> instructions at http://howtoforums.net/viewtopic.php?t=48
<http://howtoforums.net/viewtopic.php?t=48>
> <http://howtoforums.net/viewtopic.php?t=48> regarding how to set
up RT.
>
> The software used (Request-Tracker3.4, Apache2, Postfix &
> PostgreSql-7.4) were all installed from packages.
>
> I have logged onto RT as root and created a couple of users, I have
> also created a test queue. The users I have set up can see the
general
> queue and the test queue. They can create issues which successfully
> appear on the system, although it is at this point that I run into
> problems.
>
> The users can't see any of their open or closed tickets, but they
can
> see any ticket if they enter the ticket number in the search box.
>
> Has anyone seen this (or a similar) problem before? Have you got any
> ideas about what I may need to look at?
>
> Please let me know if I need to provide any other information and I
> will try to get it asap.
>
> Thanks,
> Tim
>
------------------------------------------------------------------------
>
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>
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<http://wiki.bestpractical.com>
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<mailto:[EMAIL PROTECTED]>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
--
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati
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Commercial support: [EMAIL PROTECTED]
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