I forgot to add in my earlier message that we're using RT 3.6.6 on Linux (Scientific Linux 5.2).
On 19 Sep 2008, at 10:21, Chris Cooke wrote: > On 18 Sep 2008, at 20:59, Forrest Blount wrote: > >> I believe you can just add the "See Queue" permission to >> unprivileged users for the queues you'd like them to see. Please >> clarify your request if I'm missing something... > > > Hi Forrest, > > Thanks a lot for your reply! OK, I'll try to be clearer :-) > In our RT service, "Everyone" has global rights CreateTicket, > ModifySelf and ReplyToTicket, so they can submit and reply to tickets > by email. > > Recently it has been decided that some of the RT queues should have > every ticket visible to all users. > We have hundreds of unprivileged users and I want them all to be able > to see and search all the tickets in the more "public" queues, but > not have access to other peoples' tickets in the other more private > queues. > > So, for queues in which every ticket is to be visible to everyone, > group "Everyone" now has these rights: > SeeQueue, ShowOutgoingEmail, ShowTicket and ShowTicketComments. > > Currently when the unprivileged users go to our RT web interface, > they see the SelfService page at > https://RT/SelfService/ > > *But* that only shows you your *own* tickets. It doesn't provide a > way for you to search for and view other peoples' tickets, even when > Everyone has permission to see tickets in those queues. The search > facility is missing. > > I have checked that unprivileged users can actually view all tickets > in those queues: they can. In other words if an unprivileged user > displays one of their own open tickets via SelfService: > > e.g. > https://RT/SelfService/Display.html?id=10 > > and then changes the "id" number to be the number of someone else's > ticket in a "public" queue with the above-mentioned queue permissions: > > e.g. > https://RT/SelfService/Display.html?id=282 > > ... then the unprivileged user can see that ticket - even though it > was requested by somebody else. > > That's great - that's what I want. > > The problem is: how can the unprivileged user search for these > tickets? They're not psychic so they can't just know the right > ticket numbers for the queues they're interested in. They'll want to > browse or search the contents of the queues which are to be made > public. > > So my question is, how can this be done? How can unprivileged users > get access to some sort of search facility to see all tickets in > certain queues? > > For instance, can unprivileged users somehow be given access to "RT > at a glance" instead of "SelfService"? > Or can "SelfService" have a "quicksearch" facility added to it? > Or what? > Any help gratefully received. > > I know (because I've tried it with a test user) that one way to > achieve this would be to convert all of our hundreds of unprivileged > users into privileged ones, thus giving them access to "RT at a > glance" rather than "SelfService" - but this strikes me as a > nightmare both to do (clicking through each user one by one to click > "Let this user be granted rights") and to maintain (since new users > will still be automatically created unprivileged). So I'm hoping for > an easier way, hoping to bend RT to my needs rather than vice versa, > as it were. > > -- Chris Cooke. > > Computing Officer, School of Informatics, University of Edinburgh. > > > > > -- > The University of Edinburgh is a charitable body, registered in > Scotland, with registration number SC005336. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Chris. -- The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
