Hi Kenn, that helped a lot, THANKS! My problem was that I thought the creator is automatically the requestor, I've got everything working as long as I manually add the creator of a ticket as one of the requestors, but how could I automatically do that? Could someone tell me how a script would look like, that automatically adds the creator of a ticket as the requestor when the ticket is created?
Regards, Fabian Am 01.07.2011 um 18:41 schrieb Kenneth Crocker: > Fabian, > > First of all, the "Creator" does NOT have to be the Requestor. When creating > a new ticket via WebUI, just override the UserID/Email Address to represent > the person who wants the work to be done. RT will STILL maintain the creators > UserID. > > Second, all you have to do is grant "SeeQueue" and "ShowTicket" to the > "Requestor" role at whatever level you need this (Queue or Global). You might > want to add "ReplyToTicket" as well if you want them to be able to add > continuing thoughts (by sending an email to the same Queue address with the > ticket number referenced in the subject line) at any time while the ticket is > open. > > I just gave some basic concepts about rights in this list just awhile ago. > > Hope this helps. > > Kenn > LBNL > > On Fri, Jul 1, 2011 at 1:49 AM, Fabian Unfried <funfr...@zebra.com> wrote: > Hi Kenn, > >> Fabian, >> >> What is the relationship of your "creator" and the ticket Owner and the >> ticket Requestor? > > Creator => Requestor (sorry, I guess that made my question a bit confusing) > As far as I understood rt the owner is the user which the ticket is assigned > to, or did I misunderstood something there? > >> Are they usually the same? > > I think it's some kind of the standard approach, so the requestor stays > always the same, but the owner is changing while the ticket will be solved. > But my problem is as long as the requestor isn't the owner, the requestors > can't see their tickets in their WebUI under open tickets, but I would like > that they can see their tickets also when some of the admins or staff > (privileged user) is assigned to their tickets. Is this possible? > >> Do the tickets get created via email or WebUI? > > WebUI > > > Regards > Fabian > > >> >> Kenn >> LBNL >> >> On Thu, Jun 30, 2011 at 8:34 AM, Fabian Unfried <funfr...@zebra.com> wrote: >> Hi guys, >> >> just started with rt 4.0.1 and it is really great, but one question: >> >> Is there a way to show the tickets for the customers (unprivileged users) >> not only when they are assigned to it but also because they are the creator >> of a ticket? So to say I would like that a creator of a ticket can always >> see his/her ticket not only when he/she is assigned to his/her ticket. >> >> Thanks in advance. >> >> Regards, >> Fabian >> >> >> - CONFIDENTIAL- >> >> This email and any files transmitted with it are confidential, and may also >> be legally privileged. If you are not the intended recipient, you may not >> review, use, copy, or distribute this message. If you receive this email in >> error, please notify the sender immediately by reply email and then delete >> this email. >> >> -------- >> 2011 Training: http://bestpractical.com/services/training.html >> >> <ATT00001..txt> > > > -- > Fabian Unfried > Senior Software Engineer > Zebra Enterprise Solutions > > Rossfelder Str. 65/5, 74564 Crailsheim, Germany > T+49 7951 96360 F+49 7951 963611 > funfr...@zebra.com > www.zebra.com/zes > WhereNet * proveo * Multispectral Solutions > > Managing Directors Zebra Enterprise Solutions GmbH: > Phil Gerskovich, Gilles Pelzer, Michael Smiley > Registered Office: Ulm, HRB 721672 > VAT Number: DE225496806 > > > <ATT00001..txt> -- Fabian Unfried Senior Software Engineer Zebra Enterprise Solutions Rossfelder Str. 65/5, 74564 Crailsheim, Germany T+49 7951 96360 F+49 7951 963611 funfr...@zebra.com www.zebra.com/zes WhereNet * proveo * Multispectral Solutions Managing Directors Zebra Enterprise Solutions GmbH: Phil Gerskovich, Gilles Pelzer, Michael Smiley Registered Office: Ulm, HRB 721672 VAT Number: DE225496806
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